Customer Service Supervisor

Job Details

Description

Who we are?

Bally's Corporation is a global casino-entertainment company with a growing omni-channel presence. It currently owns and manages 15 casinos across 10 states, a golf course in New York, a horse racetrack in Colorado, and has access to OSB licenses in 18 states. It also owns Bally's Interactive International, formerly Gamesys Group, a leading, global, online gaming operator, Bally Bet, a first-in-class sports betting platform, and Bally Casino, a growing iCasino platform. 

With 10,600 employees, the Company's casino operations include approximately 15,300 slot machines, 580 table games and 3,800 hotel rooms. Upon completing the construction of a permanent casino facility in Chicago, Bally's will own and/or manage 15 casinos across 10 states. Bally’s also has rights to developable land in Las Vegas post the closure of the Tropicana. Its shares trade on the New York Stock Exchange under the ticker symbol "BALY". 

Well, what about the team?

Our supervisors ensure that each Customer Support shift is working efficiently. You will provide senior expertise to Customer Service Representatives, ensuring they are assigned to the most appropriate service queue and prepared for potential site issues. A minimum of 12 months experience in a contact center environment is required, with prior supervisory experience and iGaming or sports betting knowledge strongly preferred. As a supervisor, you will ensure department KPIs are consistently met. As our sites operate 24/7 so does our Customer Service department. Therefore, this non-exempt role demands flexibility and will be based on needs of the business.

Please note that this position has access to customers details – therefore requires employees to be able to obtain and maintain licensing in all jurisdictions Bally’s operates in. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these background checks upon a successful job offer. This will be done in a confidential manner, and solely for the purposes of verification.

So what will you be doing?

• Managing daily scheduling to ensure optimum resourcing throughout the day
• Creating a fun environment to stimulate ideas, motivate and empower staff to deliver excellent customer service
• Working with the Team Leads and Manager to review previous days/month and real-time performance
• Putting drivers in place to improve and increase department or individual performance
• Coaching and mentoring agents to improve individual performance and increase product awareness\knowledge by providing regular feedback
• In coordination with Customer Support Team Leads and QA Specialists, reviewing Customer Service Representative quality monthly through an established QA protocol
• Managing all member complaints and escalations through to resolution, where necessary, escalating to the Manager for final resolution
• Undertaking agent tasks as and when required to support business demands, with inbound contacts contributing approximately 50% of the workflow
• Actively supporting business changes and encouraging team members to follow
• Consistently supporting a Responsible Gaming mentality and respond to RG escalations
• Acting as the first point of contact for team members providing them with advice and guidance on processes, procedures, and company knowledge as required
• Implementing change initiatives and actively promoting a positive culture within the department
• Collaborating with other departments on projects or tasks as and when required

 And what are we looking for? 

• Have passion for creating amazing customer experiences
• Possess understanding of how to balance quality vs. quantity
• Demonstrate growth mindset to help manage change
• Have critical thinking and problem-solving skills
• Communicate clearly and concisely both verbally and in writing
• Able to manage competing priorities and self-organize
• Able to create simple elegant solutions to solve problems
• Demonstrate fluency in both English and Spanish (preferred)

Experience Required:

• High School Diploma or equivalent
• 5+ Years Customer Service Experience (Contact Center or Retail)
• Previous Leadership Experience (preferred, not required
• Proficiency with computer systems
  • Including basic troubleshooting
  • Multiple platforms/operating systems
• Knowledge of any of the following a plus:
  • iCasino and Online Sports Betting
  • Zendesk customer contact solution

This is what you'll get

Different benefits packages are tailored to fit each location, but here’s a taste of what may be on offer

• Annual vacation
• Annual bonus
• 401(k) program
• Health insurance
• Home office allowance

DNA / Values

At Bally’s Interactive, we are driven by a set of core values that we like to call our DNA. We strive to embody our DNA and keep them at the heart of everything we do!
We are Always Ready to embrace change, adapt, and do what it takes to delight our customers. We believe that You Make the Difference, which is what gives our players the best experience and keeps them coming back. We are All One Team, looking out for each other, respecting diversity while connecting through a common purpose. Our teams are Learning Every Day by showing constant curiosity and the drive to learn from successes, mistakes, new experiences, and the people around us. At Bally’s we Love to Lead by thinking differently, seeking innovation, and always looking for ways to raise our game.

Equal Opportunities

At Bally’s Interactive, we are committed to promoting equal opportunities in employment and working conditions.
Diversity, Equity and Inclusion are important to us, and we encourage a culture where everyone can be themselves at work.
We believe passionately that employing a diverse workforce is central to our success, this is our superpower.
We do not discriminate against employees or job applicants on the basis of race, colour, nationality, ethnic or national origin, age, sex or sexual orientation, gender reassignment, religion or belief, marital or civil partner status, pregnancy or maternity, political opinion or disability.

Flexible Working

At Bally’s Interactive, we believe in the power of collaboration and working together in a shared space, as well as the benefits of working from home. We champion hybrid working wherever we can, offering a flexible blend of working in the office 3 days a week and from home twice a week.

Salary: $52,000 USD

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Qualifications