Customer Support Team Lead — Elevate Service & Growth

Aristocrat Interactive; Lansing (MI); In loco; USD 65.000 - 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 unit. You will drive real-time queue management, coach agents, and collaborate with cross-functional teams to ensure a seamless player experience.

The role emphasizes training, performance evaluations, and maintaining high service standards while upholding documentation and compliance. This position requires leadership in a fast-paced environment and a focus on accuracy and

Competenze

• 5+ years of customer service experience
• 3+ years in managing a contact center or team for customer support
• Excellent written and verbal communication skills
• Ability to mentor and coach teams
• Ability to thrive in a fast-paced environment

Mansioni

• Monitor real-time queues and ensure staff availability meets service targets.
• Coach team members on advanced calls and technical issues.
• Promptly resolve customer issues and document interactions.
• Collaborate with departments to fix complex issues.
• Provide training and participate in performance evaluations and disciplinary actions.

Conoscenze

Customer service leadership

Excellent communication

Team coaching

Attention to detail

Time management

Independent judgment

Problem solving

Data accuracy

Formazione

High school diploma

Some college preferred

Strumenti

CRM systems

QA tools

Reporting software

Descrizione del lavoro

Aristocrat Interactive is seeking a Customer Support Team Lead to guide our Contact Center in the iGaming and iLottery unit. You will drive real-time queue management, coach agents, and collaborate with cross-functional teams to ensure a seamless player experience.

The role emphasizes training, performance evaluations, and maintaining high service standards while upholding documentation and compliance. This position requires leadership in a fast-paced environment and a focus on accuracy and