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Customer Service Operations Manager
3 years ago
Digital:
SG Digital leads the global gaming market, providing innovative software that powers the world’s most successful operators and online gaming providers.
We pride ourselves on product innovation and technical excellence and are constantly adding new applications and new functionality to our product suite, used by billions of end users. Having recently become the Digital, online Division of the $4bn Scientific Games, we are now in a period of dramatic growth that will see us grow headcount by 30% this year alone.
Want to be part of our story?
We are a group of distributed multidisciplinary engineers, passionate about casino gaming, focused on a few highly scalable distributed platforms on a hybrid technology stack running in public and private clouds.
The teams are small and move fast -- all members are expected to be able to achieve maximum results with minimal direction.
Scientific Games:
Scientific Games (SG) is a global leader focused on delivering an ever-expanding portfolio of lottery and gaming products and services to the world's government-regulated and government-sponsored entities. Scientific Games' global reach is made possible through the expertise, skill and dedicated efforts of its 8,000+ employees who serve lottery and gaming customers in more than 100+ countries on 6 continents.
Position Summary
As Customer Service Operations Manager you will be managing supervisors and customer service staff. The team's objective is to make sure we deliver the service to our customers within the agreed SLA and performance targets. You will be the “go to” individual, responsible for providing exceptional service to our Patrons. This individual is a fantastic communicator with solid industry knowledge which enables them to assist customers.
You will need to be a flexible team player and available to work 24/7, shift work environment with a passion for business and strive to always improve. You will also service as a backup in the event there is Supervisor call off. You will need to step in and cover the shift in supervisor’s absence. Your security awareness and your accountability is important as we are operating under license in regulated online gaming markets. The employment will be subject to passing background checks.
Responsibilities
- Ensure the staff follows procedures & processes, keeps documentation up to date and strive to always improve their ways of working.
- Create KPI and SLA reporting as required.
- Track and follow up on all client escalations until closure.
- Step in to handle escalated issue resolution for players, VIP, and client issues.
- Ensure training & mentoring of supervisors and all customer service personnel
- Handle escalated customer contacts (phone and email), following the Customer Service guidelines & procedures in a timely manner as per the defined SLA’s.
- Proactively remaining current with internal customer service Standard Operating Procedures (SOPs)
- Maintain and update customer information on databases, ensuring all data is treated with absolute confidentiality as per legal requirements.
- Remaining current with relevant guidelines and legislation such as Responsible Gaming Policy.
- Challenge the status quo, making recommendations that will deliver business improvements.
- Manage supervisors and staff on their designated shift, ensuring they are working in accordance with all SLA’s
- Develop work flows and scripts to improve response times and consistency
- Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
- Works closely with Anti-Fraud/Operations Manager to ensure best business practices, conducing anti-fraud audits as required.
- 100% of the Omni channel contacts need to logged/updated into CRM by supervisors and CS staff
- Investigating fraudulent player behavior, taking appropriate actions as per the SOP such as monitoring transactions & customer records via internal and external fraud prevention systems.
#LI-SH1
Qualifications
Minimum qualifications:
- At least 5+ years of managerial experience required, preferably in a 24/7 Call Centre environment.
- 4 Year College Degree (or equivalent)
- Prior experience from working with ITIL or similar Process Management System
- A flexible team player who is willing to do ad-hoc tasks, quickly shift work priorities, and take on additional tasks as needed.
- Must be organized and detail oriented with a strong focus on providing superior Customer Service.
- Solid negotiation, conflict resolution, and people management skills
- Excellent written and verbal communication skills, capable of explaining technical issues in a comprehensive manner.
- Strong time management skills that enable you to perform and deliver results with high work volumes.
- Enthusiastic and positive attitude, with a strong desire to learn all aspects of the business.
- Must be able and willing to operate in a 24/7, shift work environment and step in and cover for Supervisor.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.
Work Conditions
Scientific Games Corporation and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses. As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts. In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you.
This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.
SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, ethnicity, gender, sexual orientation, veteran status, or on the basis of disability or any other federal, state or local protected class. If you’d like more information, please click on this link: EEO Poster
Scientific Games Corporation and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses. As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts. In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you.
This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.
SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law , please click here for EEOC Poster .
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