Aristocrat Interactive seeks a participant help manager to steer and direct the touch middle team within our iGaming and iLottery enterprise unit. The player guide supervisor will oversee Tier 1 and Tier 2 customer service representatives, ensuring top notch assist for our players. This position involves managing day by day activities, handling escalated problems, tracking performance, and ensuring provider ranges and nice objectives are met. The appropriate candidate will possess strong management abilities, a eager eye for detail, and a passion for delivering top-notch customer service.
What you’ll Do
Screen and control actual-time queues, ensuring personnel availability to meet service level targets.
Assist body of workers with escalated calls, client worries, and technology problems.
Cope with escalated customer problems promptly and successfully.
Collaborate with other departments to resolve complex issues, making sure a unbroken client revel in.
Make sure correct documentation of all consumer interactions and adherence to company regulations and procedures.
Oversee the processing of customer files, cash outs, and different responsibilities to make certain compliance and accuracy.
Encourage and interact body of workers to fulfill individual and crew dreams.
Provide control route in the absence of the player assist manager.
Supply training to team members, contribute to performance opinions, and propose disciplinary actions.
Foster a group surroundings that promotes boom and a preference to help others.
Identify system and procedure gaps to power upgrades.
Assist in meeting monthly key touch middle performance goals for client satisfaction, first-rate, productivity, and key overall performance indicators (KPIs).
Document device, consumer, or operational troubles impacting provider first-rate.
Keep open traces of conversation with all business enterprise areas to facilitate problem-fixing.
Conduct weekly first-rate assurance for group members and teach team of workers on wished upgrades.
Accumulate, examine, and document statistics on a every day, weekly, and ad hoc basis.
Make tips for procedural modifications to growth performance.
Carry out different administrative responsibilities and special initiatives as assigned via the supervisor.
What we’re looking for
Excessive faculty diploma or equal required; a few university preferred.
Should be 21 years of age – five+years of customer service enjoy and 3+ years leading a contact center or customer service crew.
Understanding, abilties, abilities
Extraordinary written and verbal conversation talents.
Relatively evolved verbal, interpersonal, and written conversation abilties.
Effective attitude and ability to preserve a pleasant, professional demeanor.
Demonstrated accuracy with constant attention to element.
Own independent judgment, discretion, and initiative.
Strong grammatical and typing/information access competencies with an emphasis on accuracy.
Thrive in a quick-paced, dynamic paintings environment.
Organized with amazing time-management capabilities.
Preserve expert and technical information.
Advanced understanding of approaches throughout multiple clients and structures.
Talent in resolving consumer lawsuits and escalations.
Enjoy in education, mentoring, and motivating groups to gain goals.
Established capacity to supply specified gadget issue reports.
Proficiency in reporting and analyzing key contact middle metrics.
Ability to multi-venture, speak correctly, and remain prepared.
Capability to follow documented protocols and meet team desires and targets.
Carry out the function with entire integrity and autonomy.
Offer constructive training comments specializing in competencies improvement.
Will offer oversight for hiring, termination, and repayment of team members.
