Tel Sell Lead

Allwyn North America•Springfield, IL

About The Position

Allwyn is a multi-national lottery operator with leading market positions in Austria, the Czech Republic, Greece, Cyprus, Italy, the United Kingdom, and the United States. Our primary focus is lotteries, helping them raise more for good causes. We drive innovation, efficiency, and safety across our casual gaming entertainment platform in the quest for enhanced player engagement. Allwyn North America is headquartered in Chicago, and currently operates the Illinois Lottery under a private management agreement while seeking other opportunities throughout the U.S. We also provide products and services to lotteries and their players throughout Europe and the United States. The Retail Sales team implements a comprehensive refresh of the in-store experience for both customers and consumers. 7000 retailers across Illinois receive transformational sales support reinforced by better products and better media advertising, resulting in a transformation of sales performance and overall brand image. Additionally, helps to establish the Illinois Lottery brand to be a champion of the people of Illinois, through delivering Fun Games, Create Winners, and Support Causes. Powering possibilities across the Illinois Lottery product portfolio is a key driver to delivering for the people of Illinois. Within Allwyn North America, the Tel Sell Lead will be responsible for developing, championing, and maintaining the retailer contact center and distribution operations by initiating, coordinating, and enforcing programs and procedures across the organization to continually improve the retail execution. This position will support best practices to ensure an outstanding customer experience and establish the Illinois Lottery brand.

Requirements

Associates degree or equivalent combination of education and relevant work experience
2+ years in Contact Center/Call Center
1+ years in management or team lead role
Must be able to speak English clearly and professionally
Must have demonstrated excellent interpersonal and communication skills
Ability to problem solve in a timely manner and develop alternative solutions
Proficiency with Microsoft Office (Word and Excel)
Will be required to complete program update training, as warranted, and successfully implement that knowledge in day-to-day operations

Nice To Haves

Ability to think and act independently to develop enhancements to current and future ways of working
Previous experience of external agency and vendor management
Competent with Google Suite
Experience within CPG environments
Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
Operating rhythm with purposeful pace and agility
Solution and action oriented

Responsibilities

Work cross-functionally with business, support, and product teams
Implement and share best practices with peers
Coaching, inspiring and motivating a sales team
Assist in sales training, employee development and performance management
Monitor and assist call center agents when prompted and carry out lead responsibilities in accordance with the organization’s policies and procedures.
Monitor service calls to observe employee demeanor, technical accuracy and conformity to company policies;
Respond to telephone inquiries and recommend corrective services to address customer needs and complaints;
Studies and assist in standardizing procedures to improve efficiency for customers
Manages difficult customer situations and responds promptly to customer needs while soliciting feedback to improve service;
Speaks clearly, persuasively and professionally in positive and negative situations;
Disciplined use of CRM system, communication and customer management
Forecasting and workforce planning
Analyze call center data from multiple systems to identify sales trends and Tel Sell opportunities
Regular reporting of KPI’s to directors
Performs other duties as assigned by Supervisor

Benefits

Competitive salaries with the opportunity for annual bonuses.
Comprehensive medical, dental, and vision insurance options, including company contributions to Health Savings Accounts (HSAs).
401(k) plan with a company match of up to 6%.
Employer-sponsored life insurance, short-term disability, and long-term disability plans.
Generous policy with up to 30 days per year based on tenure, company holidays, paid volunteer days, and paid parental leave.
On-site gym membership, wellness reimbursement, student loan repayment, and commuter benefits.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume