Job Description
OVERVIEW SUMMARY
Do you want to be part of an exciting industry and work in a dynamic, interactive workplace? Do you like knowing the work you do helps raise proceeds for good causes? This position will provide the excitement of a high-tech, start-up company with fast-paced, challenging work and tremendous career growth potential. This is an opportunity to work with a leading provider of internet lottery solutions during one of the most transformative times in the lottery industry.
NeoPollard Interactive (NPi), North America's leading provider of innovative iLottery solutions, seeks a Player Support Supervisor to lead and directs the Contact Center team. The Player Support Supervisor is responsible to oversee the daily activity of Contact Center agents and leads. This position will participate in full employee employment cycle including annual performance reviews, prepare Contact Center performance reports by collecting, analyzing, and summarizing data and trends, and ensure contracted service levels and quality objectives are achieved.
RESPONSIBILITIES
•Coordinate and supervise the daily activities of the call center including selection, training, staffing, scheduling through workforce management system and maintaining quality standards.
•Supervise by walking around; be readily available to assist staff with escalated calls, customer concerns, and technology issues.
•Keep staff motivated and engaged toward meeting individual and team goals.
•Works collaboratively with the Player Support Manager and provides management direction in his/her absence
•Participate in interviews, make hiring recommendations to Manager, deliver training to staff, provide input to performance evaluations, and recommend disciplinary action to Manager.
•Develops a team environment that foster growth and the desire to help others
•Ability to perform all Call Center duties and functions and can identify system/process gaps to drive improvements
•Assist in meeting monthly key Contact Center performance goals for customer satisfaction, quality, productivity and key performance indicators (KPIs)
•Report system, customer, or operational issues that impact service quality with a strong awareness of internal client relations and external customer experiences; Establish and maintain open lines of communication with direct reports, peers, upper management, Quality and IT, and all other areas of the company to facilitate problem solving
•Participate in calibration sessions with staff and Quality Specialist; coach staff members regarding needed improvements.
•Responsible for data collection, analysis and quarterly/ad hoc reporting.
•Make recommendations to Manager for procedural changes to increase efficiency.
•Other administrative duties and special projects, as assigned by Manager.
QUALIFICATIONS
•Two-year degree from an accredited university; Four-year degree preferred; or experience in lieu of degree
•3 or more years of Contact Center, with at least 1 year of leadership or supervisory experience in a Contact Center
KNOWLEDGE, SKILLS, ABILITIES
•Highly developed verbal, interpersonal, and written communication skills
•Positive attitude ability to maintain a friendly, professional, and courteous demeanor while assisting customers, clients and co-workers throughout the day
•Demonstrated accuracy with a consistent attention to detail
•Possess independent judgment, discretion and initiative in absence of specific directions from management
•Strong grammatical and typing/data entry skills with an emphasis on accuracy
•Thrives in a fast-paced, dynamic work environment and is able to work effectively and efficiently while maintaining a high level of customer service
•Organized with excellent time-management skills
•Maintains professional and technical knowledge
•Advanced knowledge of procedures across multiple customers
•Advanced knowledge of all working systems
•Demonstrated proficiency in resolving customer complaints and escalations
•Experience coaching/mentoring and motivating teams to achieve set goals
•Proven ability to produce detailed system issue reports
•Demonstrated proficiency in reporting and analyzing key contact center metrics
•Experience utilizing workforce management solutions to project and maintain staffing levels
•Ability to multi-task, communicate effectively, and remain organized and focused
•Ability to follow documented protocols
•Ability to meet and motivate team members to meet goals and targets
•Unquestioned ability to perform role with complete integrity and autonomy
•Ability to provide positive/negative coaching feedback with an emphasis on skills development
BENEFITS
•Company provided laptop and cell phone
•Comprehensive Health, Vision, and Dental benefits
•Life and AD&D insurance
•401k retirement savings plan
•Paid vacation, personal time, and holidays
•Employee Assistance Program (EAP)
•Opportunity for career development
•Business casual dress
•Fun & exciting work culture
ABOUT NEOPOLLARD INTERACTIVE
NPi is North America's leading provider of innovative iLottery solutions - the trusted and experienced partner lotteries rely on to help them achieve financial success in support of good causes. NPi is jointly owned by two of the world's most trusted and reputable companies in lottery and Internet gaming - Pollard Banknote and NeoGames.
Established in 2014, NPi combines the marketing expertise and extensive worldwide lottery experience of Pollard Banknote with the proven leadership and sophisticated technology of NeoGames in launching new online and mobile gaming products and services in response to an ever-evolving marketplace.
With our proven track record in establishing and growing successful online and offline lottery gaming programs, NPi provides best in class iLottery technology and all the essential online gaming services for regulated lottery clients.
Pollard iLottery Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Job Tags
Holiday work, Casual work, Local area, Worldwide,