VIP Customer Service Supervisor

What are we building?

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming 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?

What is the position?

Our Customer Service Supervisor will report to the Customer Service Managers and will be responsible for the performance and quality of service provided by a team of specialist who provide betting and account related support to our players via multiple channels including Live chat, email, social media, 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.

• Responsible for the delivery of the KPIs of the immediate team, including quality, productivity, and performance metrics.
• Supervises the team members, identifying and addressing developmental issues, and coaching opportunities.
• Real time monitoring to assist in productivity by monitoring long calls, long hold times, completion of call-back requests, and aux code.
• Delivers regular and timely coaching and feedback to the team members to enhance performance.
• Responsible for the enforcement of organizational policies and procedures to ensure compliance.
• Ensures proper and timely dissemination of all processes and business updates to the team, based on business needs.
• Drive performance with team by conducting team activities/contests.
• Identifies opportunities to update or improve customer service procedures and makes recommendations.
• Resolves problems by identifying and selecting solutions and applying technical experience and precedents.
• Collaborates with other teams to ensure efficient and accurate solutions.
• Engage with Management/Training to identify areas of opportunity to develop additional training.
• Leads outbound calling initiatives.
• Perform CSAT and Account Recovery contacts.
• Performs other related duties as assigned.

As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment.

What are we looking for?

You will have experience managing a team of customer service hosts ideally in the online sportsbook or casino environment.

• 2-4 years of leadership experience. Customer Service Experience preferred.
• Ability to effectively coach to individual and team goals.
• Excellent leadership and managerial skills that reflect the philosophy of "lead by example."
• Strong verbal and written communication, be a problem solver who looks for opportunities to enhance policy, process, and tools.
• “Go getter” who does not wait for direction to get things done.
• Ability to manage a team in a hybrid work environment.
• Able to be held accountable and take ownership of their performance.
• Must manage time and priorities effectively by completing tasks in a timely manner.
• Demonstrated decision-making, critical thinking, problem-solving abilities.
• Strategy development, execution, performance management, and measurements
• Must be a Team Player. "Team" has various levels (team, area, site, Business Unit) and we need to be able to support and understand all 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.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• You have proven experience of operating in a fast paced, changing, and real time environment.
• Intermediate MS Office outlook, Excel, PowerPoint.
• Knowledge and understanding of sports betting, casino, and professional sports industry preferred but not required.
• Availability to work flexible hours.
• Confidence to work and manage in a hybrid environment.
• Work From Home Requirements:
• Must have at least 25MBPS internet connection plan / speed
• Must have a private & quiet area to work at home

*At Hard Rock digitals’ discretion this position may be work from home and adjusted back to “in office” at any time

What’s in it for you?

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

• Competitive pay
• Medical, Dental, and Vision Coverage Options
• Employee Discounts
• Advancement opportunities
• Start-up culture backed by a secure, globally recognized brand.
• Opportunity to drive a best-in-class customer experience for the Hard Rock Digital community

Roster of Uniques

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)