Customer Service Supervisor - 4pm - 12am Shift

Bally’s Interactive is the digital arm of one of the world’s leading entertainment providers, with tens of millions of players across the globe and an unmatched ecosystem of products spanning across the sports betting, iGaming, free-to-play, and daily fantasy spectrum.

Our brands and sites include market movers and shakers like Bally Bet, Monkey Knife Fight, Vera&John, Virgin Casino, Jackpotjoy and many more. We make our mark by embracing the diversity of our global team, challenging ourselves, and striving to make a difference for our players.

Purpose

Our supervisors ensure that each Customer Support shift is working efficiently.  You will provide senior expertise to Customer Service Representatives, ensuring they are assigned to the most appropriate service queue and prepared for potential site issues. A minimum of 12 months experience in a contact center environment is required, with prior supervisory experience and iGaming or sports betting knowledge strongly preferred.

As a supervisor, you will ensure department KPIs are consistently met.

As our sites operate 24/7 so does our Customer Service department. Therefore, this non-exempt role demands flexibility and will be based on needs of the business.

Responsibilities

·        Manage daily scheduling to ensure optimum resourcing throughout the day.

·        Create a fun environment to stimulate ideas to motivate and empower staff to deliver excellent customer service

·        Work with the Customer Support Team Leads and Customer Support Manager to review previous days\month and real-time performance, putting drivers in place to improve and increase department or individual performance.

·        Coach and mentor Customer Support Representatives to improve individual performance and increase product awareness\knowledge by providing regular feedback.

·        In coordination with Customer Support Team Leads and QA Specialists, review Customer Service Representative quality monthly through an established QA protocol.

·        Effectively and efficiently manage all member complaints and escalations through to resolution, where necessary, escalating to the Customer Support Manager for final resolution to ensure complaints do not progress to the next step of the complaints process.

·        Undertake Customer Service Representative tasks as and when required to support business demands, with inbound contacts contributing approximately 50% of the workflow.

·        Actively support business changes and encourage team members to follow.

·        Consistently support a Responsible Gaming mentality and respond to RG escalations.

·        Act as the first point of contact for team members providing them with advice and guidance on processes, procedures, and company knowledge as required.

·        Escalate to Team Leader when necessary.

·        Implement change initiatives and actively promote a positive culture within the department.

·        Collaborate with other departments on projects or tasks as and when required.

Skills & Behaviors

• Strong passion for creating amazing customer experiences
• Understanding of how to balance quality vs. quantity
• A growth/learning mindset to help manage change
• Critical thinking and problem-solving skills
• Communicate clearly and concisely both verbally and in writing
• Exceptional attention to details
• Ability to:
• manage competing priorities and self-organize
• quickly learn and adopt new methods and standards
• interact with QA and Training team
• create simple elegant solutions to solve problems

Experience Required

• High School Diploma or equivalent
• 5+ Years Customer Service Experience (Contact Center or Retail)
• Previous Leadership Experience (preferred, not required)
• Proficiency with computers
• Including advanced troubleshooting
• Multiple platforms/operating systems
• Knowledge of and of the following a plus:
• iCasino and Online Sports Betting
• Zendesk customer contact solution

Scope & Scale

The Customer Support team is focused on creating a fun and hassle-free experience for all players needing our support. We are often the first point of contact for patrons who need help or have had a problem. Listening with a high focus on detail and then offering efficient solutions is critical to the overall success of our goal of delivering best-in-class player experience. The supervisor position is a crucial leadership starting point to support the overall contact center’s efforts.

Flexible Working

At Bally’s Interactive, we believe in the power of collaboration and working together in a shared space, as well as the benefits of working from home. We champion hybrid working wherever we can, offering a flexible blend of working in the office 3 days a week and from home twice a week.

Salary Range $45,000 - $52,000 plus bonus.