SUPERVISOR - CUSTOMER SERVICE

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social casino company in the world. We're building a team that resonates passion for learning, operating, and building new products and technologies for millions of consumers. We care about each customer interaction, experience, behaviour, and insight and strive to ensure we're always acting authentically.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We're taking that foundation of success and bringing it to the digital space - ready to join us?

Our Customer Service Supervisor will report to the Customer Service Manager and will be responsible for the performance and quality of service provided by a team of Hosts who provide betting and account related support to our customers via multiple channels including live chat, email and voice. Reporting on adherence to goals and objectives, completing coaching, feedback, observations, and regular development meetings setting SMART objectives. You will collaborate with others to analyze, understand, and raise individual and customer wide issues while providing escalation support to your team. You will ensure your team complies with its responsible gambling and regulatory requirements and strives to deliver best-in-class service.

Key responsibilities include:

Responsible for the delivery of the KPIs of the immediate team, including quality, productivity, and compliance parameters.
• Delivers regular and timely coaching and feedback to the team members to enhance performance.
• Supervises the team members, identifying and addressing developmental issues, and coaching opportunities.
• Ensures proper and timely dissemination of all processes and business updates to the team, based on client requirements.
• Resolves problems by identifying and selecting solutions and applying technical experience and precedents.
• Accountable for analyzing known best practices for continuous improvement.
• Responsible for the enforcement of organizational policies and procedures to ensure compliance.
• Drive performance with team by conducting team activities/contests.
• Assist in monitoring agent productivity by monitoring long calls, long hold times, completion of callback requests, etc.
• Engage with Management/Training to identify areas of opportunity to develop additional training.
• Provides daily direction and communication to agents ensuring customer service calls are answered in a timely, efficient, and knowledgeable manner.
• Responsible for hiring, coaching, and terminating call center employees

You will have experience managing a team of customer service hosts ideally in the online sportsbook or casino environment, in addition to:

• Ability to coach, mentor, lead and motivate others to meet high-performance standards and expectations.
• Strong leadership and managerial skills that reflect a philosophy of "lead by example."
• Strong verbal and written communication skills with the ability to foster and promote an open exchange of ideas and knowledge.
• Must manage time and priorities effectively by completing tasks in a timely manner.
• Intermediate MS Office Outlook, Excel, PowerPoint
• Demonstrated decision-making, critical thinking, problem-solving abilities.
• Strategy development, execution, performance management, and measurements
• Must be a Team Player. "Team" has different 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.
• You will have strong verbal and written communication, be a problem solver who looks for opportunities to enhance policy, process and tools.
• You have proven experience of operating in a fast-paced, changing and real-time environment.
• AA /AS degree or equivalent experience
• 2-4 years of leadership experience

We offer our employees more than just competitive compensation. Our team benefits include:

• Competitive pay and benefits
• Flexible vacation allowance
• Start-up culture backed by a secure, global brand
• Opportunity for career progression

We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunities employer)