Customer Support Team Lead

Aristocrat Interactive is looking for a Customer Support Team Lead to lead our Contact Center team in the iGaming and iLottery business unit. This position plays a crucial role in providing seamless support for our players and upholding top-tier service standards. Your guidance will significantly influence our goal of bringing happiness to life through the power of play by encouraging a diverse and cooperative atmosphere. If you are driven and dedicated, this is an outstanding chance to become part of a team that prioritizes innovation and outstanding customer service!

What You'll Do

• Monitor and manage real-time queues, ensuring staff availability aligns with service level targets.

• Support team members with advanced calls, client issues, and technology problems.

• Dealt with customer issues promptly and effectively.

• Collaborate with other departments to resolve complex issues for a seamless customer experience.

• Ensure accurate documentation of all customer interactions and adhere to organizational guidelines.

• Coordinate the processing of customer documents, cash outs, and other tasks to ensure compliance and accuracy.

• Motivate and engage staff to meet individual and team goals.

• Provide management direction in the absence of the Player Support Supervisor.

• Deliver training to team members, contribute to performance evaluations, and recommend disciplinary actions.

• Foster a team environment that promotes growth and a desire to help others.

• Identify system and process gaps to drive improvements.

What We're Looking For

• High School Diploma or equivalent experience required, with some college preferred.

• Minimum age of 21 years.

• More than 5 years of experience in serving customers and over 3 years in managing a contact center or team for customer support.

• Excellent written and verbal communication skills.

• Strong interpersonal skills with a positive attitude and professional demeanor.

• Demonstrated accuracy with consistent attention to detail.

• Independent judgment, discretion, and initiative.

• Strong grammatical and typing/data entry skills with an emphasis on accuracy.

• Ability to thrive in a fast-paced, dynamic work environment.

• Organized with excellent time-management skills.

• Maintain professional and technical knowledge.

• Proficient in resolving customer complaints and blocking issues.

• Experience in coaching, mentoring, and motivating teams to achieve goals.

• Proven ability to produce detailed system issue reports.

• Skill in analyzing and reporting essential contact center metrics.

• Ability to multitask, communicate effectively, and remain organized.

• Ability to follow detailed protocols and meet team goals and targets.

• Perform the role with complete integrity and autonomy.

• Provide constructive mentoring feedback focusing on skills development.

• Oversight for hiring, termination, and compensation of team members.

• Help achieve monthly Contact Center performance objectives for customer happiness, quality, efficiency, and important metrics.

• Report system, customer, or operational issues impacting service quality.

• Maintain open lines of communication with all company areas to facilitate problem-solving.

• Conduct weekly Quality Assurance for team members and mentor staff on needed improvements.

• Collect, analyze, and report data on a daily, weekly, and ad hoc basis.

• Make recommendations for procedural changes to increase efficiency.

• Perform other administrative duties and special projects as assigned by the Supervisor.

Opis stanowiska mógł zostać sprawdzony i udoskonalony przy użyciu narzędzi wykorzystujących sztuczną inteligencję w celu poprawy przejrzystości, spójności i inkluzywności. Ostateczna treść, wymagania dotyczące stanowiska oraz decyzje rekrutacyjne podlegają weryfikacji przez człowieka i zatwierdzeniu przez Aristocrat.

Filozofia wynagradzania

Oferujemy kompleksowy pakiet wynagrodzenia i świadczeń, zaprojektowany tak, aby pozostawać konkurencyjnym na rynku, wspierać dobrostan pracowników oraz doceniać ich wkład w nasz sukces. Nasze podejście opiera się na zasadzie wynagradzania za wyniki, nagradzając indywidualny wpływ i osiągnięcia. Twój indywidualny pakiet wynagrodzenia zostanie określony na podstawie takich czynników jak umiejętności, doświadczenie, kwalifikacje oraz lokalizacja.

W zależności od stanowiska i lokalizacji możesz być uprawniony(-a) do otrzymywania rocznych premii i świadczeń motywacyjnych, benefitów związanych ze zdrowiem i dobrostanem, płatnego czasu wolnego, programów emerytalnych, ochrony ubezpieczeniowej oraz innych lokalnych lub ustawowych świadczeń.

Szczegółowe informacje dotyczące wynagrodzenia i świadczeń dla tego stanowiska zostaną omówione podczas procesu rekrutacyjnego.