Lansing, United States
United States
Not specified
ASAP
08/10/2026
Not specified
Permanent | Full Time
No
Aristocrat Interactive is looking for a Customer Support Team Lead to lead our Contact Center team in the iGaming and iLottery business unit. This position plays a crucial role in providing seamless support for our players and upholding top-tier service standards. Your guidance will significantly influence our goal of bringing happiness to life through the power of play by encouraging a diverse and cooperative atmosphere. If you are driven and dedicated, this is an outstanding chance to become part of a team that prioritizes innovation and outstanding customer service!
What You'll Do
* Monitor and manage real-time queues, ensuring staff availability aligns with service level targets.
* Support team members with advanced calls, client issues, and technology problems.
* Dealt with customer issues promptly and effectively.
* Collaborate with other departments to resolve complex issues for a seamless customer experience.
* Ensure accurate documentation of all customer interactions and adhere to organizational guidelines.
* Coordinate 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.
What We're Looking For
* High School Diploma or equivalent experience required, with some college preferred.
* Minimum age of 21 years.
* More than 5 years of experience in serving customers and over 3 years in managing a contact center or team for customer support.
* Excellent written and verbal communication skills.
* Strong interpersonal skills with a positive attitude and professional demeanor.
* Demonstrated accuracy with consistent attention to detail.
* Independent judgment, discretion, and initiative.
* Strong grammatical and typing/data entry skills with an emphasis on accuracy.
* Ability to thrive in a fast-paced, dynamic work environment.
* Organized with excellent time-management skills.
* Maintain professional and technical knowledge.
* Proficient in resolving customer complaints and blocking issues.
* Experience in coaching, mentoring, and motivating teams to achieve goals.
* Proven ability to produce detailed system issue reports.
* Skill in analyzing and reporting essential contact center metrics.
* Ability to multitask, communicate effectively, and remain organized.
* Ability to follow detailed protocols and meet team goals and targets.
* Perform the role with complete integrity and autonomy.
* Provide constructive mentoring feedback focusing on skills development.
* Oversight for hiring, termination, and compensation of team members.
* Help achieve monthly Contact Center performance objectives for customer happiness, quality, efficiency, and important metrics.
* 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 mentor 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.
Тази длъжностна характеристика може да е била прегледана и подобрена с помощта на инструменти с изкуствен интелект с цел повишаване на нейната яснота, последователност и приобщаващ характер. Цялото окончателно съдържание, изискванията за длъжността и решенията за наемане остават предмет на преглед и одобрение от Aristocrat.
*Философия на възнаграждението* Предлагаме цялостен пакет от възнаграждения и придобивки, създаден да остане конкурентен на пазара, да подкрепя вашето благосъстояние и да признава приноса ви към нашия успех. Нашият подход се основава на принципа за възнаграждение според представянето, като насърчава и възнаграждава индивидуалния принос. Конкретният ви пакет на възнаграждение ще бъде определен въз основа на фактори като умения, опит, квалификации и местоположение.
В зависимост от вашата роля и местоположение може да имате право на годишни бонуси и стимули, придобивки за здраве и благосъстояние, платен отпуск, пенсионни планове, застрахователно покритие и други местни или законово установени придобивки.
Конкретни подробности относно възнаграждението и придобивките за тази позиция ще бъдат обсъдени по време на процеса на подбор.
Keep Calm and waka waka...
