Customer Service Manager

Description

Who We Are

Bally's Corporation is a global casino-entertainment company with a growing omni-channel presence. It currently owns and manages 15 casinos across 10 states, a golf course in New York, a horse racetrack in Colorado, and has access to OSB licenses in 18 states. It also owns Bally's Interactive International, formerly Gamesys Group, a leading, global, online gaming operator, Bally Bet, a first-in-class sports betting platform, and Bally Casino, a growing iCasino platform.

With 10,600 employees, the Company's casino operations include approximately 15,300 slot machines, 580 table games and 3,800 hotel rooms. Upon completing the construction of a permanent casino facility in Chicago, IL, and a land-based casino near the Nittany Mall in State College, PA, Bally's will own and/or manage 16 casinos across 11 states. Bally’s also has rights to developable land in Las Vegas post the closure of the Tropicana. It shares trade on the New York Stock Exchange under the ticker symbol "BALY".

Well, What About The Team?

The Customer Service team is focused on creating a fun and hassle-free experience for all players needing our support. We are often the first point of contact for patrons who need help or have had a problem. Listening with a high focus on detail and then offering efficient solutions is critical to the overall success of our goal of delivering best-in-class player experience. The manager position is a crucial leadership point to support the overall contact center's efforts.

The Customer Service Manager is responsible for all aspects of the day-to-day operations of the Customer Service department, from Customer Service Representatives up to Customer Service Team Leads. Reporting into Vice President of Operations, the Customer Service Manager works to ensure that the Customer Service department operates at peak efficiency and in-line with corporate objectives and service quality.

As our sites operate 24/7 so does our Customer Service department. Therefore, this non-exempt role demands flexibility and will be based on the needs of the business.

Please note that this position has access to customers details – therefore requires employees to be able to obtain and maintain licensing in all jurisdictions Bally’s operates in. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these background checks upon a successful job offer. This will be done in a confidential manner, and solely for the purposes of verification.

So, What Will You Be Doing?

• Hiring, developing, leading and motivating the Customer Service team to ensure they are giving best-in-class customer experiences while exceeding our KPI goals and standards.
• Supported by the Vice President of Operations, responsible for reviewing and updating resourcing models to ensure the team is efficiently staffed to meet SLAs.
• Performance reporting, including:
  • Daily reviewing of previous days' performance and action items to implement immediate improvements for missed opportunities.
  • Publishing of weekly/monthly management reports summarizing performance across the team including any relevant matters/insights.
  • Cascading regular feedback to the team on performance / initiatives and relevant updates.
  • Department KPIs to track performance and implement strategies and/or optimise procedures to meet and improve targets.
• Effectively managing and developing Customer Service Team Leads to drive the performance of Customer Service Representatives and Shift Supervisors.
• Alerting the Vice President of Operations to any department infractions that may result in termination of employment.
• Serving as a final point of escalation for patrons who wish to escalate concerns, questions or complaints above the supervisory/team leader levels.
• Acting as a point of contact to resolve any internet gaming complaints directed to a venture’s Internet Gaming Manager, a jurisdiction’s regulatory agency, or the Better Business Bureau.
• Working closely with key business functions including:
  • Product workstreams as a stakeholder in customer support.
  • Training/QA to identify and share training needs.
  • Operational Excellence to support the implementation of initiatives.
  • Gaming Finance to share learning to reduce escalations and drive an improved customer experience.
  • Compliance to ensure that staff are familiar with and compliant with the latest customer-facing regulations.
• Implementing change initiatives and actively promoting a positive culture focused on performance, accountability, customer retention and results within the department.
• Developing and implementing customer service procedures and guidelines to ensure adherence to company policies and standards.
• Identifying areas for improvement and recommending changes to enhance service quality.

And What Are We Looking For?

• Demonstrate self-motivation with excellent time-management skills and a focus on accountability.
• Lead people effectively, fostering both a positive culture and high levels of performance.
• Possess an analytical mindset with the ability to interpret data and make data-driven decisions.
• Manage competing priorities and self-organize.
• Enjoy working in a dynamic and stimulating environment.
• Exhibit a robust team player mindset, open to close collaboration with other teams
• Demonstrate exceptional critical thinking, troubleshooting, and problem-solving skills.
• Exhibit excellent verbal and written communication skills.
• Display a collaborative attitude and dedicated work ethic.
• Maintain a consistent mindset of continuous improvement and change.
• Demonstrate proficiency with computers.
• Required to report to the Jersey City office a minimum of 3 days per week.

Experience Required

• 5+ years’ experience of managing Customer Service teams of 25+ people.
• 2+ years’ experience in sports betting or iGaming industry

  Strongly Preferred

  .
• Advanced knowledge of Zendesk customer contact solution or similar tooling.
• Bachelor’s Degree preferred but commensurate experience will be considered.

This Is What You'll Get

Different benefits packages are tailored to fit each location, but here’s a taste of what may be on offer

- Annual leave

- Annual bonus

- 401K Program

- Health insurance

- Company share scheme

- Home office allowance

Dna / Values

At Bally’s Interactive, we are driven by a set of core values that we like to call our DNA. We strive to embody our DNA and keep them at the heart of everything we do!

We are

Always Ready

to embrace change, adapt, and do what it takes to delight our customers. We believe that

You Make The Difference

, which is what gives our players the best experience and keeps them coming back. We are

All One Team

, looking out for each other, respecting diversity while connecting through a common purpose. Our teams are

Learning Every Day

by showing constant curiosity and the drive to learn from successes, mistakes, new experiences, and the people around us. At Bally’s we

Love To Lead

by thinking differently, seeking innovation, and always looking for ways to raise our game.

Equal Opportunities

At Bally’s Interactive, we are committed to promoting equal opportunities in employment and working conditions.

Diversity, Equity and Inclusion are important to us, and we encourage a culture where everyone can be themselves at work.

We believe passionately that employing a diverse workforce is central to our success, this is our superpower.

We do not discriminate against employees or job applicants on the basis of race, colour, nationality, ethnic or national origin, age, sex or sexual orientation, gender reassignment, religion or belief, marital or civil partner status, pregnancy or maternity, political opinion or disability.

Flexible Working

At Bally’s Interactive, we believe in the power of collaboration and working together in a shared space, as well as the benefits of working from home. We champion hybrid working wherever we can, offering a flexible blend of working in the office 3 days a week and from home twice a week.

Salary Range $100,000 $125,000 Usd Plus A Yearly Bonus.

Qualifications

5+ years’ experience of managing Customer Service teams of 25+ people.