Customer Support Team Lead: Elevate Player Experience

Aristocrat Leisure; Lansing (MI); On-site; USD 60,000 - 85,000; Full time

Job summary

Aristocrat Interactive is seeking a Customer Support Team Lead to guide our Contact Center team in the iGaming and iLottery unit. You will monitor real-time queues, mentor agents, and coordinate documentation to maintain top-tier service for players.

You’ll drive performance, provide training, and collaborate with other departments to resolve complex issues while aiming for ongoing process improvements and excellent customer happiness.

Qualifications

• High School Diploma or equivalent required; some college preferred.
• 5+ years in customer service; 3+ years in managing a contact center or team.
• Excellent written and verbal communication skills.
• Strong interpersonal skills with a positive attitude and professional demeanor.
• Attention to detail and accurate data entry.

Responsibilities

• Monitor and manage real-time queues to meet service level targets.
• Support team with advanced calls, client issues, and tech problems.
• Document all customer interactions accurately per guidelines.
• Coordinate processing of documents, cash outs, and related tasks.
• Motivate and engage staff to meet individual and team goals.
• Provide management direction in the absence of the Supervisor.
• Deliver training, contribute to evaluations, and suggest improvements.
• Oversee hiring, termination, and compensation for team members.
• Help achieve monthly contact center performance objectives for happiness and quality.

Skills

Team leadership

Queue management

Coaching

Communication

Documentation accuracy

Performance monitoring

Process improvement

Data analysis

Multitasking

Education

High School Diploma or equivalent

Some college

Job description

Aristocrat Interactive is seeking a Customer Support Team Lead to guide our Contact Center team in the iGaming and iLottery unit. You will monitor real-time queues, mentor agents, and coordinate documentation to maintain top-tier service for players.

You’ll drive performance, provide training, and collaborate with other departments to resolve complex issues while aiming for ongoing process improvements and excellent customer happiness.