Customer Support Team Lead

1 week ago

Manchester, New Hampshire, United States Aristocrat Technologies Full time
About the Role

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. The ideal candidate will possess strong leadership skills, a keen eye for detail, and a passion for delivering top-notch customer service.

Key Responsibilities
  • Monitor and manage real-time queues to ensure staff availability meets service level targets.
  • Assist staff with escalated calls, customer concerns, and technology issues.
  • Handle escalated customer issues promptly and effectively.
  • Collaborate with other departments to resolve complex issues and ensure a seamless customer experience.
  • Ensure accurate documentation of all customer interactions and adherence to company policies and procedures.
  • Oversee the processing of customer documents, cash outs, and other tasks to ensure compliance and accuracy.
  • 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).
  • Report system, customer, or operational issues impacting service quality.
  • Maintain open lines of communication with all company areas to facilitate problem-solving.
  • Conduct weekly Quality Assurance for team members and coach staff on needed improvements.
  • Collect, analyze, and report data on a daily, weekly, and ad hoc basis.
  • Make recommendations for procedural changes to increase efficiency.
  • Perform other administrative duties and special projects as assigned by the Supervisor.
Requirements
  • High School Diploma or equivalent required; some college preferred.
  • Must be 21 years of age - 5+ years of Customer Service experience and 3+ years Leading a contact center or customer support team.
What We're Looking For
  • Excellent written and verbal communication skills.
  • Highly developed verbal, interpersonal, and written communication skills.
  • Positive attitude and ability to maintain a friendly, professional demeanor.
  • Demonstrated accuracy with consistent attention to detail.
  • Possess independent judgment, discretion, and initiative.
  • Strong grammatical and typing/data entry skills with an emphasis on accuracy.
  • Thrive in a fast-paced, dynamic work environment.
  • Organized with excellent time-management skills.
  • Maintain professional and technical knowledge.
  • Advanced knowledge of procedures across multiple customers and systems.
  • Proficiency in resolving customer complaints and escalations.
  • Experience in coaching, mentoring, and motivating teams to achieve goals.
  • Proven ability to produce detailed system issue reports.
  • Proficiency in reporting and analyzing key contact center metrics.
  • Ability to multi-task, communicate effectively, and remain organized.
  • Ability to follow documented protocols and meet team goals and targets.
  • Perform the role with complete integrity and autonomy.
  • Provide constructive coaching feedback focusing on skills development.
  • Will provide oversight for hiring, termination, and compensation of team members.

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