Lead iGaming Support Specialist

Parx Bensalem•Moorestown, NJ

About The Position

This role ensures day-to-day work is handled efficiently to meet call-center service and performance standards. The Lead iGaming Support Specialist will generate reports, audit the work of iGaming Support Specialists, and provide coaching to help them achieve performance and service standards. This includes reviewing errors, side-by-side monitoring, monthly meetings, and call observations. The role also involves coaching specialists on the effective use of systems, processes, and procedures, ensuring they have the necessary information for guest interactions across all communication channels. Additionally, the Lead will notify relevant support teams of system issues, inform management of areas needing improvement, maintain a daily log of issues impacting performance, and complete opening and closing duties. The position also focuses on ensuring quality customer care by helping to develop, communicate, and interpret policies and procedures, and ensuring specialists adhere to their schedules. This role handles escalated guest issues, brings matters to management when appropriate, and ensures proper communication during escalations. The Lead will also update systems like the intranet with new information, policies, and procedures. This position works with limited supervision and performs all duties of an iGaming Support Specialist, along with any additional assigned duties.

Requirements

Ability to communicate effectively both verbally and in writing in English.
Excellent written and verbal communication skills.
Strong interpersonal skills including listening, empathy and responsiveness.
High School Diploma or GED required.
Minimum of 2 years customer service experience.
Minimum of 1 year in a call center environment.

Responsibilities

Ensure day-to-day work is handled efficiently to meet call-center service and performance standards.
Generate reports and audit the work produced by iGaming Support Specialists.
Coach specialists to achieve performance and service standards, including reviewing errors, side-by-side monitoring, monthly meetings, call observations, and other coaching activities.
Coach specialists on the effective use of systems, processes, and procedures.
Ensure specialists have the information needed to perform their duties; answer questions and provide guidance on guest interactions across all communication channels.
Notify relevant support teams when systems are not functioning properly and inform management of areas requiring improvement.
Maintain a daily log of issues impacting call-center performance and complete opening and closing duties.
Ensure quality customer care by helping to develop, communicate, and interpret policies and procedures.
Ensure specialists adhere to scheduled shifts and work assignments; advise them of violations and notify management as necessary.
Handle escalated guest issues and bring matters to management when appropriate, ensuring proper communication during escalation to managers and other departments.
Update systems such as the intranet with new information, policies, and procedures.
Perform all duties of an iGaming Support Specialist.
Perform all additional duties as assigned.