iGaming Support Supervisor

Parx Bensalem•Moorestown, NJ

About The Position

This role is responsible for ensuring the attainment of all Call Center call metrics, providing daily direction to team members, and modeling professional customer service. The supervisor will motivate, coach, and counsel team members, focusing on team morale and building. Collaboration with call center management, Casino, and iGaming departments is key. This position involves providing feedback on training needs and individual performance, reviewing promotions, and training Customer Support staff. The supervisor will prepare daily pre-shifts, ensure appropriate customer response and superior service, and develop/train CS Leads. They will also assist with onboarding new hires, handle escalated calls, and strive for first-call resolution. Approving customer courtesy adjustments and communicating effectively with management are also core duties.

Requirements

High School Diploma or GED required.
Minimum of 5 years customer service experience.
Minimum of 1 year Supervisory experience in a call center.
Easily adaptable to changing business needs.
Strong interpersonal skills including listening, empathy and responsiveness.
Ability to anticipate and solve problems.
Ability to multi-task in an efficient, thorough and prioritized manner.
Ability to work quickly, accurately and independently.
Ability to speak, read, write and understand English.
Excellent written and verbal communication skills.
Proficient in using common computer programs.
Ability to use phone system as required for all aspects of the job.
Strong computer skills.

Responsibilities

Ensure attainment of all Call Center call metrics.
Provide daily direction to team members.
Model and inspire professional response and resolution to all customer inquiries.
Motivate, coach and counsel team members.
Focus on team morale/team building.
Work collaboratively with the call center management team as well as the Casino and iGaming departments.
Provide feedback to Call Center manager and senior management on training needs and gaps within team and the performance of individual team members.
Review promotions and train Customer Support to be able to assist customers.
Prepare daily pre-shifts and ensure they have been reviewed by all employees.
Ensure the call center is responding appropriately to customer requests/inquiries and providing superior customer service.
Develop and train CS Leads.
Assist with onboarding and training new hires.
Handle escalated calls and complex requests from Customer Support Specialist Leads.
Strive for first-call resolution with every customer.
Approve and process customer courtesy adjustments as necessary, while being accountable for department profitability.
Communicate effectively with Manager and senior level management regarding business issues.
Display a professional manner when dealing with internal and external customers.
Complete all administrative responsibilities, as required.
Performs all additional duties as assigned.