Note: The job is a remote job and is open to candidates in USA. Hard Rock Digital is building an online sportsbook, casino, and social gaming company focused on digital products and customer experiences. The Customer Service Supervisor oversees a team providing betting and account support, manages performance and quality, delivers coaching and feedback, and ensures compliance with responsible gambling and regulatory requirements.
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
Skills
- You will have 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
- You will be able 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
- You have 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
- Knowledge and understanding of sports betting, casino, and professional sports industry preferred but not required
- AA /AS degree or equivalent experience preferred
Benefits
- Competitive pay and benefits
- Retirement benefits
- Employee Discounts
- Advancement opportunities
- Start-up culture backed by a secure, globally recognized brand.
- Opportunity to drive a best-in-class customer experience for the Hard Rock Digital community
Company Overview