Support Center Lead: Tech Troubleshooter & Mentor

Scientific Games Corporation; Alpharetta (GA); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Scientific Games Corporation is seeking a GSC Supervisor to lead the Support Center operations and drive KPI achievement. The role requires strong technical aptitude, superb communication, and ability to mentor a team of agents.

You will oversee staffing, troubleshooting, and escalation processes, while coordinating with lottery, field service, and management to maintain high service levels. This position demands reliability and a proactive leadership style.

Qualifications

• Bachelor’s degree or equivalent work experience required.
• Strong written and verbal communication skills.
• Ability to coach, develop and motivate staff.

Responsibilities

• Oversee day-to-day activities of the Support Center to meet KPIs.
• Coach, mentor, and conduct performance reviews for staff.
• Ensure staffing aligns with forecasted call volumes and service levels.
• Escalate issues and coordinate with field/service teams as needed.
• Review timesheets, overtime, and shift-swaps; participate in QA.

Skills

Staff coaching

Technical aptitude

Written communication

Verbal communication

Multitasking

Education

Bachelor’s degree or equivalent

Tools

NICE

Excel

Outlook

Job description

Scientific Games Corporation is seeking a GSC Supervisor to lead the Support Center operations and drive KPI achievement. The role requires strong technical aptitude, superb communication, and ability to mentor a team of agents.

You will oversee staffing, troubleshooting, and escalation processes, while coordinating with lottery, field service, and management to maintain high service levels. This position demands reliability and a proactive leadership style.