Manager - Customer Service

Hard Rock Digital•Atlantic City, NJ

1d•Remote

About The Position

Hard Rock Digital is building a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. They are creating a team that is passionate about learning, operating, and building new products and technologies for millions of consumers. The company values each customer's interaction, experience, behavior, and insight, striving to act authentically. Hard Rock Digital leverages the brand recognition of Hard Rock and the Seminole Tribe of Florida, known globally for gaming, entertainment, and hospitality, to bring this success to the digital space. The Manager - Customer Service will report to the Director of Customer Experience. This role involves building a team from the ground up, including hiring and scaling both Supervisors and Representative-level positions. The manager will drive operational excellence through consistent coaching and providing actionable feedback to promote career development, while also maintaining service KPIs and customer satisfaction.

Requirements

Strong experience with the iGaming industry
Performance and quality-driven Manager with Sportsbook experience, demonstrating strong leadership, people management and development skills.
Ability to thrive in a fast-paced environment, uncovering and eliminating bottlenecks and ensuring that effective processes are in place to provide consistent service quality to our customers.
Comfortable being the central point of contact for issue management, raising to the appropriate functions, communicating effectively to Supervisors allowing them to provide guidance to their teams on actions to take.
Promote a team ethos by conducting regularly scheduled team and one-on-one meetings with your supervisors to address issues and acknowledge success, provide updates regarding performance, and give direction regarding the company and department policies and procedures.
Demonstrated customer-oriented work ethic and ability to foster a sense of teamwork across all members of the team and department.
Passion for performance management and execution against operational targets.
Proven analytical skills and an understanding of metrics and key performance measurements used to steer the business.
Experience applying tactical and operational thinking, implementing action plans, providing clear direction, and following up on goals.
Using data and insights in customer interactions to come up with actions and solutions to enhance customer experience.
Experience in managing, leading, and developing people, preferably in customer-centric service.
Ability to work a flexible schedule, including day, evening, weekends, and/or holidays
Bachelor’s Degree from a 4-year college or university
Minimum 5 years of experience in managing and leading large teams or groups is required.

Responsibilities

Lead a team of 2-4 call center supervisors responsible for overall production including calls, chats and emails.
Responsible for coaching and developing reports on customer service processes and best practices.
Manage metrics, performance criteria, policies, and procedures to improve call center productivity continuously.
Drive a culture of accountability, continuous improvement, and personal excellence.
Develop and maintain strategy on ensuring customer satisfaction on all service interactions.
Provide team motivation and development to maximize opportunities.
Responsible for the overall performance and productivity of direct reports.
Monitoring of individual and team results to identify and act on both positive and negative performance.
Provide regular feedback to supervisors regarding performance wins and areas of opportunity.
Work with other departments in the organization, such as quality assurance, training, IT, and recruiting.
Audit quality assurance strategies to ensure the delivery of world-class service.
Determining work procedures, preparing work schedules, and expediting workflow.
Responsible for hiring, coaching, and career management of call center employees.