Customer Support Team Lead

Aristocrat; Lansing (MI); In loco; USD 60.000 - 90.000; Tempo pieno

Descrizione del lavoro

Aristocrat Interactive is seeking a Customer Support Team Lead to guide our Contact Center in the iGaming and iLottery business unit. You will supervise real-time queues, coach staff, and ensure high-quality customer experiences for players worldwide.

You will monitor performance, coordinate with other departments, deliver training, and drive process improvements while maintaining rigorous documentation and compliance standards.

Competenze

• Minimum age 21 years or older.
• 5+ years in serving customers and 3+ years in managing a contact center.
• Excellent written and verbal communication skills.
• Ability to lead, mentor, and motivate teams.
• Strong data entry and typing accuracy.
• Independent judgment and discretion.
• Ability to thrive in a fast-paced, dynamic environment.
• Maintain professional and technical knowledge.

Mansioni

• Monitor real-time queues and ensure staff availability aligns with service targets.
• Support team with advanced calls, client issues, and technology problems.
• Promptly resolve customer issues and maintain high service standards.
• Collaborate with other departments to resolve complex issues for a seamless experience.
• Document all customer interactions accurately and in line with guidelines.
• Coordinate processing of customer documents, cash outs, and related tasks for accuracy and compliance.
• Motivate and engage staff to meet individual and team goals.
• Provide leadership in the absence of the Supervisor and deliver staff training.
• Mentor staff, conduct performance evaluations, and recommend actions as needed.
• Foster a growth-oriented team environment and drive continuous improvement.
• Identify system and process gaps to drive improvements.

Conoscenze

Leadership

Communication

Coaching

Time management

Attention to detail

Problem solving

Formazione

High School Diploma or some college

Descrizione del lavoro

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.
• 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.

What We're Looking For

This job description may have been reviewed and enhanced using AI-assisted tools to improve clarity, consistency, and inclusivity. All final content, role requirements and hiring decisions remain subject to human review and approval by Aristocrat.

Compensation Philosophy

We offer a comprehensive pay and benefits package designed to stay competitive in the market, support your wellbeing, and recognise your contribution to our success. Our approach is underpinned by a pay-for-performance belief in rewarding individual impact. Your specific compensation package will be determined by factors such as your skills, experience, qualifications, and location.

Depending on your role and location, you may be eligible for annual bonuses and incentives, health and wellbeing benefits, paid time off, retirement plans, insurance coverage, and other local or statutory benefits.

Specific details about compensation and benefits for this position will be discussed during the recruitment process.