Customer Support Team Lead

What You'll Do

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  Monitor and manage real-time queues, ensuring staff availability to meet service level targets.
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  Assist staff with escalated calls, customer concerns, and technology issues.
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  Handle escalated customer issues promptly and effectively.
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  Collaborate with other departments to resolve complex issues, ensuring a seamless customer experience.
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  Ensure accurate documentation of all customer interactions and adherence to company policies and procedures.
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  Oversee the processing of customer documents, cash outs, and other tasks to ensure compliance and accuracy.
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  Motivate and engage staff to meet individual and team goals.
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  Provide management direction in the absence of the Player Support Supervisor.
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  Deliver training to team members, contribute to performance evaluations, and recommend disciplinary actions.
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  Foster a team environment that promotes growth and a desire to help others.
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  Identify system and process gaps to drive improvements.
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  Assist in meeting monthly key Contact Center performance goals for customer satisfaction, quality, productivity, and key performance indicators (KPIs).
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  Report system, customer, or operational issues impacting service quality.
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  Maintain open lines of communication with all company areas to facilitate problem-solving.
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  Conduct weekly Quality Assurance for team members and coach staff on needed improvements.
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  Collect, analyze, and report data on a daily, weekly, and ad hoc basis.
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  Make recommendations for procedural changes to increase efficiency.
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  Perform other administrative duties and special projects as assigned by the Supervisor.

What We're Looking For

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  High School Diploma or equivalent required; some college preferred.
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  Must be 21 years of age – 5+years of Customer Service experience and 3+ years Leading a contact center or customer support team.

Knowledge, Skills, Abilities

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  Excellent written and verbal communication skills.
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  Highly developed verbal, interpersonal, and written communication skills.
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  Positive attitude and ability to maintain a friendly, professional demeanor.
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  Demonstrated accuracy with consistent attention to detail.
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  Possess independent judgment, discretion, and initiative.
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  Strong grammatical and typing/data entry skills with an emphasis on accuracy.
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  Thrive in a fast-paced, dynamic work environment.
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  Organized with excellent time-management skills.
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  Maintain professional and technical knowledge.
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  Advanced knowledge of procedures across multiple customers and systems.
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  Proficiency in resolving customer complaints and escalations.
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  Experience in coaching, mentoring, and motivating teams to achieve goals.
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  Proven ability to produce detailed system issue reports.
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  Proficiency in reporting and analyzing key contact center metrics.
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  Ability to multi-task, communicate effectively, and remain organized.
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  Ability to follow documented protocols and meet team goals and targets.
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  Perform the role with complete integrity and autonomy.
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  Provide constructive coaching feedback focusing on skills development.
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  Will provide oversight for hiring, termination, and compensation of team members.

Company Summary

Aristocrat Interactive 

About Aristocrat

Our Values

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  All about the Player
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  Talent Unleashed
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  Collective Brilliance
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  Good Business Good Citizen

Travel Expectations

Pay Range