Service Support Team Leader
About The Position
Evolution is the world’s leading provider of video-streamed Live Casino solutions, delivering world-class live dealer gaming to our licensees, which include many of the world’s best-known gaming brands and now looking for talent like you to join us in our Evolution! The Service Support (SS) Team Leader is responsible for supervising the Service Support Specialists team. SS Team Leader oversees and leads the Service Support Department. The role involves team development, supervising their performance and acting as their first point of contact.
Requirements
- High school diploma/GED; Associates degree or higher preferred
- 2+ years of experience troubleshooting issues in live studio environment
- 1+ years of experience monitoring service and/or performance KPI's
- Hands on experience handling complex technical and nontechnical support issues
- Ability to analyze situations quickly and make prompt decisions in a possibly tense environment.
- Strong written and oral communication skills.
- Strong computer skills (Microsoft Office, Jira, proprietary database tools).
- Ability to multitask and handle high pressure situations.
- Ability to maintain strict confidentiality.
- Ability to communicate effectively to establish cooperative linkages among staff.
- Analytical and action oriented.
Responsibilities
- Ensuring correct measurement and achievement of key performance indicators (KPI's) of Service Support Department.
- Helping the Service Support team to resolve incidents as they occur in the Live Casino studio.
- Acting as the point of escalation for complex issues faced by the team.
- Monitoring the standard of work and evaluating performance of the team on a regular basis.
- Reporting monthly on staff performance, direct report activity and domain performance against KPI's.
- Coordinating recruitment activities when needed.
- Handling disciplinary and other HR issues when they arise.
- Reviewing, updating procedures and rules, new system testing, new table launching.
- Assisting in the maintenance of the Service Management Knowledge Base.
- Liaising with other departments to ensure that all policies and procedures are in line with licensing requirements.
- Ad hoc projects - lead and/or participate in business unit projects.
Benefits
- Competitive Anula Salary ($50-$60k)
- Paid Time Off
- Paid Holidays
- 401k Employer Match
- Medical, Dental & Vision Insurance Plans
- Company Paid Life and AD&D Insurance
- Commuter Flexible Spending Account (FSA)
- Nationwide Employee Discount Program
- Full Training & Growth Opportunities
- Professional and personal development – for the right person there is opportunity for the role to grow in responsibility
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
