Supervisor - Customer Service

Hard Rock Digital•Las Vegas, NV

9d•Hybrid

About The Position

Hard Rock Digital is building the best online sportsbook, casino, and social gaming company in the world. We are seeking a passionate team focused on learning, operating, and building new products and technologies for millions of consumers. We value every customer interaction, experience, behavior, and insight, striving to act authentically. Rooted in the spirits of Hard Rock and the Seminole Tribe of Florida, Hard Rock Digital brings a brand known for gaming, entertainment, and hospitality to the digital space. Our Customer Service Supervisor will report to the Customer Service Managers and will be responsible for the performance and quality of service provided by a team of specialists who offer betting and account-related support to players via multiple channels including Live chat, email, social media, and voice. This role involves reporting on adherence to goals and objectives, completing coaching, feedback, observations, and regular development meetings with SMART objectives. The supervisor will collaborate with others to analyze, understand, and escalate individual and customer-wide issues, providing support to their team. Ensuring team compliance with responsible gambling and regulatory requirements, and striving to deliver best-in-class service are key aspects of this position.

Requirements

Experience managing a team of customer service hosts ideally in the online sportsbook or casino environment.
Ability to coach, mentor, lead and motivate others to meet high performance standards and expectations.
Excellent leadership and managerial skills that reflect the philosophy of "lead by example."
Strong verbal and written communication skills.
Problem solver who looks for opportunities to enhance policy, process, and tools.
Must manage time and priorities effectively by completing tasks in a timely manner.
Demonstrated decision-making, critical thinking, problem-solving abilities.
Strategy development, execution, performance management, and measurements.
Must be a Team Player.
Ability to support the recruitment, training and development of a team and nurture an environment where they can excel through encouragement, development, and empowerment.
Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
Proven experience of operating in a fast paced, changing, and real time environment.
Intermediate MS Office outlook, Excel, PowerPoint.
2-4 years of leadership experience.

Nice To Haves

Knowledge and understanding of sports betting, casino, and professional sports industry preferred but not required.
AA /AS degree or equivalent experience preferred.

Responsibilities

Responsible for the delivery of the KPIs of the immediate team, including quality, productivity, and compliance parameters.
Supervises the team members, identifying and addressing developmental issues, and coaching opportunities.
Prepares weekly & monthly reports summarizing the assigned customer service teams performance.
Delivers regular and timely coaching and feedback to the team members to enhance performance.
Responsible for the enforcement of organizational policies and procedures to ensure compliance.
Ensures proper and timely dissemination of all processes and business updates to the team, based on business needs.
Drive performance with team by conducting team activities/contests.
Real time monitoring to assist in productivity by monitoring long calls, long hold times, completion of callback requests, and aux code.
Identifies opportunities to update or improve customer service procedures and makes recommendations.
Resolves problems by identifying and selecting solutions and applying technical experience and precedents.
Engage with Management/Training to identify areas of opportunity to develop additional training.
Performs other related duties as assigned.