Race and Sports Guest Service Supervisor

Durango Casino & Resort•Las Vegas, NV

5d•Onsite

About The Position

Perform responsibilities in accordance with all Company standards, policies, and procedures. Supervise the day-to-day operations of the Race & Sports Book Guest support team, overseeing a team of R&S Guest Support Agents to ensure timely, accurate, and service-oriented resolution of player inquiries across chat, email, and phone channels. Provide coaching, escalation support, and quality oversight to meet department service levels and performance standards. Compile, analyze, and distribute daily, weekly, and monthly Race & Sports Book support reporting — including volume, channel, SLA, and issue-type performance — to management, using these insights to drive staffing, quality, and process improvements. The R&S Guest Support Supervisor role models the core values of our culture including: Kind, Forward Thinking, Inclusive, Passionate, Reliable and Self-Aware.

Requirements

Ability to communicate effectively with Guests, Team Members, and Management in both written and verbal form, with strong active-listening, coaching, and de-escalation skills.
Prior supervisory or team-lead experience in a Guest service, call center, or gaming environment required; Race & Sports Book or online (RMG) sports betting support experience strongly preferred.
Minimum of 2 years of Guest service or contact center experience, including experience handling escalated issues; leadership or lead-agent experience preferred.
Working knowledge of sports, racing, and sports wagering — including common bet types, markets, and bet grading concepts — required.
Demonstrated ability to analyze performance data and reporting, identify trends, and implement process improvements.
Must have knowledge of Microsoft PC applications and be comfortable learning and administering proprietary sportsbook, ticketing/CRM, workforce management, and player-account platforms.
Ability to lead a team through high-volume periods, including peak event days, while maintaining accuracy, quality, and service standards.
Excellent time management, problem-solving, organizational, and decision-making skills, with strong attention to detail and documentation.
Must be at least 21 years of age and able to obtain and maintain a valid Nevada Gaming registration/card as required.
Must be flexible to work a rotating schedule, including nights, weekends, and holidays, based on business and event demands.
Requires normal, corrective vision range, the ability to see color and the ability to distinguish letters, numbers, and symbols.
Must be able to sit at a computer for extended periods.
Must be able to hear and speak clearly using a standard telephone.
Must be able to work on their feet for extended periods.
Must be able to lift 50 lbs with or without assistance.
Must be flexible in order to work hours as system emergencies arise.

Nice To Haves

Race & Sports Book or online (RMG) sports betting support experience strongly preferred.

Responsibilities

Supervise, lead, and mentor a team of R&S Support Agents; monitor real-time queues across live chat, email, phone, and web widget channels to ensure staffing coverage and adherence to response and resolution time targets.
Serve as the primary escalation point for complex or sensitive player issues, including bet grading discrepancies, bet grading delays, payment disputes, and complaints; coordinate with the bookmaking/trading, payments, and compliance teams to drive timely resolution.
Monitor and manage daily performance metrics (ticket volume, response and resolution times, abandonment rate, and quality scores); analyze weekly reporting and trends to identify issues, coaching opportunities, and process improvements.
Track team and individual agent performance against established SLAs and quality-assurance standards, and report results to management on a regular cadence.
Compile, produce, and distribute daily, weekly, and monthly Race & Sports Guest support reports — including created vs. resolved ticket volume, resolution rate, channel mix (chat, phone, email), response and resolution times, abandonment rate, and tag/issue-type breakdowns — to department management.
Analyze reporting trends, seasonality, and peak-event volume to forecast staffing needs, identify coaching and process-improvement opportunities, and prepare performance summaries and incident reports for management.
Conduct quality assurance reviews of agent interactions, provide regular coaching and feedback, and support onboarding and ongoing training on sportsbook systems, wagering knowledge, and support procedures.
Create and manage staff schedules to ensure adequate coverage during peak event periods, nights, weekends, and holidays; approve timekeeping and manage adherence.
Ensure team compliance with KYC/ID verification, geolocation, Responsible Gaming, and AML/Fraud escalation procedures in accordance with regulatory and Company standards.
Maintain and update knowledge base articles, macros, tagging standards, and standard operating procedures; ensure accurate documentation and categorization of interactions across the team.
Support the transition of Race & Sports support operations in-house, including establishing workflows, escalation paths, and vendor/partner hand-offs to land-based/RMG casinos and payment providers.
Prepare and deliver performance summaries and incident reports to management; participate in hiring, performance reviews, and disciplinary actions as needed.
Maintain up-to-date knowledge of sports, wagering markets, bet types, and betting rules across major leagues and racing in order to support agents and accurately resolve escalations.
Interact with Team Members and Guests in a positive and friendly manner.
Other job-related duties as assigned.