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Hard Rock Digital · 1 day ago

Supervisor - Customer Service

Atlantic City, NJ

Full-time

Hybrid

Entry, Mid Level

2+ years exp

Hard Rock Digital is focused on becoming the best online sportsbook, casino, and social gaming company in the world. The Customer Service Supervisor will oversee a team providing support to players through various channels, ensuring performance, quality of service, and compliance with regulations.

Computer Software

Responsibilities

Responsible for the delivery of the KPIs of the immediate team, including quality, productivity, and compliance parameters

Supervises the team members, identifying and addressing developmental issues, and coaching opportunities

Prepares weekly & monthly reports summarizing the assigned customer service teams performance

Delivers regular and timely coaching and feedback to the team members to enhance performance

Responsible for the enforcement of organizational policies and procedures to ensure compliance

Ensures proper and timely dissemination of all processes and business updates to the team, based on business needs

Drive performance with team by conducting team activities/contests

Real time monitoring to assist in productivity by monitoring long calls, long hold times, completion of callback requests, and aux code

Identifies opportunities to update or improve customer service procedures and makes recommendations

Resolves problems by identifying and selecting solutions and applying technical experience and precedents

Engage with Management/Training to identify areas of opportunity to develop additional training

Performs other related duties as assigned

Qualification

Customer service experiencePerformance managementTeam managementCoachingMS Office proficiencyMentoringProblem-solvingCommunication skillsCustomer complaint resolutionGaming industry knowledgeLeadership skillsTime managementDecision-makingTeam playerAdaptabilityFast-paced environment experience

Required

Experience managing a team of customer service hosts ideally in the online sportsbook or casino environment

Ability to coach, mentor, lead and motivate others to meet high performance standards and expectations

Excellent leadership and managerial skills that reflect the philosophy of 'lead by example'

Strong verbal and written communication, be a problem solver who looks for opportunities to enhance policy, process, and tools

Must manage time and priorities effectively by completing tasks in a timely manner

Demonstrated decision-making, critical thinking, problem-solving abilities

Strategy development, execution, performance management, and measurements

Must be a Team Player. 'Team' has various levels (team, area, site, Business Unit) and we need to be able to support and understand most of them

Ability to support the recruitment, training and development of a team and nurture an environment where they can excel through encouragement, development, and empowerment

Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor

Proven experience of operating in a fast paced, changing, and real time environment

Intermediate MS Office outlook, Excel, PowerPoint

Availability to work flexible hours

2-4 years of leadership experience