Call Center Team Lead

5 days ago

Willowbrook, California, United States Accel Entertainment Gaming Full time

About the Role


Accel Entertainment Gaming: Revolutionizing the Gaming Experience


We're at the forefront of revolutionizing the gaming experience, providing unparalleled customer support, guidance, and compliance expertise to help our partners grow their businesses and boost revenue.


Key Benefits:


  • Competitive base salary with opportunity for bonus and equity
  • Vibrant and dynamic team at the forefront of gaming innovation
  • Company culture that values growth, collaboration, success, development, and FUN
  • Opportunity to make a real impact in a rapidly growing industry within a publicly traded company


Job Summary:


As a Service Solutions Supervisor, you will lead a dynamic team of service solutions representatives, fostering a positive, collaborative, and engaging work environment. You will be responsible for monitoring and evaluating team performance, providing constructive feedback and coaching for continuous improvements.


Key Responsibilities:


  • Lead and manage a dynamic team of service solutions representatives
  • Monitor and evaluate team performance, providing constructive feedback and coaching
  • Train and equip new service solutions representatives with the skills needed for day-to-day responsibilities
  • Dispatch service calls efficiently to Gaming Service Technicians, ensuring timely resolution of technical issues
  • Manage medium to high volume in-bound customer and location calls, documenting cases and guiding resolution
  • Handle escalated customer issues promptly, ensuring satisfactory resolution
  • Develop and track departmental Key Performance Indicators focused on customer satisfaction
  • Assess logistic aspects of technicians, customers, and locations across the state of Illinois
  • Maintain updated status logs to ensure proper and timely dispatch of calls
  • Briefing your team on new initiatives, targets, and company changes in policies
  • Update team on policies and procedures for call routing and prioritization
  • Review daily time logs to ensure employee's time is accurately recorded and completed
  • Ensure accurate documentation of technician hours and job acceptance
  • Exceed customer service level commitments for response times, product knowledge, and problem resolution
  • Collaborate with the Service Solutions Team for efficient operations and a professional atmosphere
  • Continuously seek process improvement and elevate customer satisfaction
  • Utilize tools like Microsoft Outlook, Salesforce, Field Service Lightning, Bomgar, FortiClient, & VNC Viewer for seamless operations


Requirements:


  • Proven experience in a call center environment
  • 2-3 years in a supervisory or leadership role
  • Flexible, adaptable, and able to handle changing priorities and work schedules
  • Proficient dispatching skills in a real-time call center environment
  • Requirement to work nights and weekends
  • Minimum one-year certificate from college or technical school, or equivalent combination of education and experience
  • Proficient in Microsoft Word, Outlook, Excel, and Salesforce
  • Adaptable to working in a fast-paced environment
  • Experienced in conducting individual 1on1's, Team Huddles, Quarterly and Year End Reviews
  • Demonstrated ability to remain calm in challenging scenarios with irate customers/locations
  • Excellent organizational skills and attention to detail
  • Strong written and verbal communication skills
  • Ability to grow and develop a team
  • Versatility, flexibility, and willingness to adapt to changing protocols and tasks
  • Commitment to reliability, punctuality, and availability for evenings and weekends

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