Customer Service Team Lead

4 days ago

Manchester, New Hampshire, United States Aristocrat Interactive Careers Full time
Job Title: Player Support Supervisor

Aristocrat Interactive is seeking a highly skilled and experienced Player Support Supervisor to lead and direct the Contact Center team within our iGaming and iLottery business unit.

Key Responsibilities:
  • Oversee Tier 1 and Tier 2 customer service representatives, ensuring exceptional support for our players.
  • Manage daily activities, handle escalated issues, monitor performance, and ensure service levels and quality objectives are met.
  • Collaborate with other departments to resolve complex issues, ensuring a seamless customer experience.
  • Ensure accurate documentation of all customer interactions and adherence to company policies and procedures.
  • Motivate and engage staff to meet individual and team goals.
  • Provide management direction in the absence of the Player Support Supervisor.
  • Deliver training to team members, contribute to performance evaluations, and recommend disciplinary actions.
  • Foster a team environment that promotes growth and a desire to help others.
  • Identify system and process gaps to drive improvements.
  • Assist in meeting monthly key Contact Center performance goals for customer satisfaction, quality, productivity, and key performance indicators (KPIs).
Requirements:
  • Must be 21 years of age.
  • 5+ years of Customer Service experience.
  • 3+ years Leading a contact center or customer support team.
  • Strong grammatical and typing/data entry skills with an emphasis on accuracy.
  • Organized with excellent time-management skills.
  • Proficiency in resolving customer complaints and escalations.
  • Proficiency in reporting and analyzing key contact center metrics.
  • Ability to follow documented protocols and meet team goals and targets.
About Aristocrat Interactive:

Aristocrat Interactive is Aristocrat Leisure Limited's (ASX:ALL) regulated online Real Money Gaming (RMG) business and was formed in 2024 when the Anaxi and NeoGames businesses (Anaxi, NeoGames, Aspire Global, BtoBet, and Pariplay) came together.

The business is an industry leader in content and technology solutions for online RMG, with a full-service offering that includes content, proprietary technology platforms and a range of value added services across iLottery, iGaming and Online Sports Betting (OSB).

Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day.

Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), mobile games publishing (Pixel United) and regulated online real money (Aristocrat Interactive).

The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

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