Supervisor - Sportsbook

Overview:
**Job Summary**:
Oversee and manage day-to-day customer satisfaction and operations of a Sportsbook in Florida, including but not limited to, assisting Sportsbook Director with developing team members, providing industry-leading customer support, ensuring compliance with gaming regulators, and adherence to all cash handling policies, SOPs, and ICs.

**Responsibilities**:

- Must adhere to the Seminole Tribe's Policies and Procedures.
- Support Sportsbook Agents to effectively de-escalate customer disputes and answer questions.
- Issue and reconcile cash drawers for Sportsbook Agents.
- Support the execution of strategies and opportunities from HRD to introduce a Sportsbook product to the brands existing customer base.
- In cooperation with HRD, leverage analytics to provide insights, make recommendations to reach players in new ways, and create value at the casino property.
- Develop and coach Sportsbook Agents on best business practices per company guidelines.
- Liaise with customer base in-person to provide product education and develop loyal relationships.
- Work with HRD Risk Management team in the monitoring Sportsbook risk and liability.
- In conjunction with security and surveillance, identify banned, self-excluded, or prohibited sports pool patrons.
- Collaborate with the Compliance Department to ensure product and operating procedures are compliant with all regulations, including IC’s, SOP’s, AML, Title 31, etc.
- Delivery of performance metrics against defined Retail accounts, both Hard Rock and Business to Business.
- Protect company assets (e.g., cash variances).
- Timeliness of identification/ appropriate escalation of issues for resolution.

Compliance with regulatory and legal requirements.

Qualifications:
Three (3) or more years of experience in Gaming and or Sportsbook related management roles. Flexibility to oversee operations 24/7 and be on call and available to work flexible hours including nights and weekends.
- Experience and demonstrated capability to make data driven decisions to continually optimize performance within established constraints.
- Data driven and results focused.
- Strong communicator and collaborator.
- Proactive, passionate, and demonstrates strong leadership skills.
- Exceptional written and verbal communication skills.
- Strong attention to detail and a problem-solving mind.
- Experience at working both independently and in a team-oriented, collaborative environment is essential.
- Can adjust and efficiently react to shifting priorities, demands, and timelines through analytical and problem-solving capabilities.
- Flexible during times of change, and the ability to work at speed.
- Ability to effectively prioritize and execute tasks in a fast-paced environment.
- Hands-on and can learn the category and support the broader Retail business and its stakeholders across Retail Sportsbook operations.
- Exceptional communication/ problem solving skills to clearly articulate ideas, frame problems and offer solutions with both internal and external customers.
- Understand sports wagering terminology and products as well as managing customer expectations.
- The ability to make optimal decisions in high pressure situations.
- Must be able to stand or walk for long periods of time and work in a loud, smoking environment.