Lead iGaming Support Specialist

• Ensure day-to-day work is handled efficiently to meet call-center service and performance standards.

• Generate reports and audit the work produced by iGaming Support Specialists.

• Coach specialists to achieve performance and service standards, including reviewing errors, side-by-side monitoring, monthly meetings, call observations, and other coaching activities.

• Coach specialists on the effective use of systems, processes, and procedures.

• Ensure specialists have the information needed to perform their duties; answer questions and provide guidance on guest interactions across all communication channels.

• Notify relevant support teams when systems are not functioning properly and inform management of areas requiring improvement.

• Maintain a daily log of issues impacting call-center performance and complete opening and closing duties.

• Ensure quality customer care by helping to develop, communicate, and interpret policies and procedures.

• Ensure specialists adhere to scheduled shifts and work assignments; advise them of violations and notify management as necessary.

• Handle escalated guest issues and bring matters to management when appropriate, ensuring proper communication during escalation to managers and other departments.

• Update systems such as the intranet with new information, policies, and procedures. Works with limited supervision.

• Perform all duties of an iGaming Support Specialist.

• Perform all additional duties as assigned.

Qualifications

• Ability to communicate effectively both verbally and in writing in English. Excellent written and verbal communication skills.
• Strong interpersonal skills including listening, empathy and responsiveness.
• High School Diploma or GED required. Minimum of 2 years customer service experience. Minimum of 1 year in a call center environment.