Monitor and manage real-time queues, ensuring staff availability to meet service level targets.
Assist staff with escalated calls, customer concerns, and technology issues.
Handle escalated customer issues promptly and effectively.
Collaborate with other departments to resolve complex issues, ensuring a seamless customer experience.
Ensure accurate documentation of all customer interactions and adherence to company policies and procedures.
Oversee the processing of customer documents, cash outs, and other tasks to ensure compliance and accuracy.
Motivate and engage staff to meet individual and team goals.
Provide management direction in the absence of the Player Support Supervisor.
Deliver training to team members, contribute to performance evaluations, and recommend disciplinary actions.
Foster a team environment that promotes growth and a desire to help others.
Identify system and process gaps to drive improvements.
Assist in meeting monthly key Contact Center performance goals for customer satisfaction, quality, productivity, and key performance indicators (KPIs).
Report system, customer, or operational issues impacting service quality.
Maintain open lines of communication with all company areas to facilitate problem-solving.
Conduct weekly Quality Assurance for team members and coach staff on needed improvements.
Collect, analyze, and report data on a daily, weekly, and ad hoc basis.
Make recommendations for procedural changes to increase efficiency.
Perform other administrative duties and special projects as assigned by the Supervisor.
High School Diploma or equivalent required; some college preferred.
Must be 21 years of age โ 5+years of Customer Service experience and 3+ years Leading a contact center or customer support team.
Knowledge, Skills, Abilities
Excellent written and verbal communication skills.
Highly developed verbal, interpersonal, and written communication skills.
Positive attitude and ability to maintain a friendly, professional demeanor.
Demonstrated accuracy with consistent attention to detail.
Possess independent judgment, discretion, and initiative.
Strong grammatical and typing/data entry skills with an emphasis on accuracy.
Thrive in a fast-paced, dynamic work environment.
Organized with excellent time-management skills.
Maintain professional and technical knowledge.
Advanced knowledge of procedures across multiple customers and systems.
Proficiency in resolving customer complaints and escalations.
Experience in coaching, mentoring, and motivating teams to achieve goals.
Proven ability to produce detailed system issue reports.
Proficiency in reporting and analyzing key contact center metrics.
Ability to multi-task, communicate effectively, and remain organized.
Ability to follow documented protocols and meet team goals and targets.
Perform the role with complete integrity and autonomy.
Provide constructive coaching feedback focusing on skills development.
Will provide oversight for hiring, termination, and compensation of team members.
Aristocrat Interactiveโฏโฏ
Aristocrat Interactive is Aristocrat Leisure Limitedโs (ASX:ALL) regulated online Real Money Gaming (RMG)โฏbusiness and was formed in 2024โฏwhen the Anaxi and NeoGames businesses (Anaxi, NeoGames, Aspire Global, BtoBet, and Pariplay) came together.โฏ The business is an industry leaderโฏin content and technology solutions for online RMG, with a full-service offering that includes content, proprietary technology platforms and a range of value added services across iLottery, iGaming and Online Sports Betting (OSB).
About Aristocrat
Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), mobile games publishing (Pixel United) and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play.
Our Values
All about the Player
Talent Unleashed
Collective Brilliance
Good Business Good Citizen
The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.
Our goal is to pay a market competitive salary focusing near the median of our pay ranges. However, final offers for all positions will be based on several factors such as experience level, education, skills, work location, and internal pay equity.
Aristocrat Leisure Limited is an ASX20 listed company and one of the worldโs leading providers of gaming solutions. Weโre licensed in over 300 jurisdictions and operate in over 90 countries around the world. Weโre also proud to have a team of over 7000 employees that deliver outstanding results by pushing the boundaries of innovation, creativity and technology each day. We offer a diverse range of products and services including electronic gaming machines, social gaming and casino management systems, but it doesnโt stop there. Despite our global presence and exponential growth, we remain an ideas company at heart that is committed to delivering outstanding results for our customers and players and an unparalleled experience for our employees, who have the opportunity to grow, be inspired and be the best they can be.
Our values of Talent Unleashed, All About the Player, Collective Brilliance and Good Business, Good Citizen guide and inspire us to live our mission of bringing joy to life through the power of play โ every day.
Come and join us โ letโs play!
๐๐ญ๐ฆ๐ข๐ด๐ฆ ๐ฃ๐ฆ ๐ข๐ญ๐ฆ๐ณ๐ต ๐ต๐ฐ ๐ด๐ค๐ข๐ฎ๐ด ๐ฐ๐ง๐ง๐ฆ๐ณ๐ช๐ฏ๐จ ๐ฆ๐ฎ๐ฑ๐ญ๐ฐ๐บ๐ฎ๐ฆ๐ฏ๐ต ๐ฐ๐ฑ๐ฑ๐ฐ๐ณ๐ต๐ถ๐ฏ๐ช๐ต๐ช๐ฆ๐ด. ๐๐ฏ๐บ ๐ค๐ฐ๐ฎ๐ฎ๐ถ๐ฏ๐ช๐ค๐ข๐ต๐ช๐ฐ๐ฏ ๐ต๐ฐ ๐ค๐ข๐ฏ๐ฅ๐ช๐ฅ๐ข๐ต๐ฆ๐ด ๐ณ๐ฆ๐จ๐ข๐ณ๐ฅ๐ช๐ฏ๐จ ๐ฆ๐ฎ๐ฑ๐ญ๐ฐ๐บ๐ฎ๐ฆ๐ฏ๐ต ๐ฐ๐ฑ๐ฑ๐ฐ๐ณ๐ต๐ถ๐ฏ๐ช๐ต๐ช๐ฆ๐ด ๐ข๐ต ๐๐ณ๐ช๐ด๐ต๐ฐ๐ค๐ณ๐ข๐ต ๐ฐ๐ณ ๐ช๐ต๐ด ๐ด๐ถ๐ฃ๐ด๐ช๐ฅ๐ช๐ข๐ณ๐ช๐ฆ๐ด ๐ธ๐ช๐ญ๐ญ ๐ค๐ฐ๐ฎ๐ฆ ๐ง๐ณ๐ฐ๐ฎ ๐ข๐ฏ @๐ข๐ณ๐ช๐ด๐ต๐ฐ๐ค๐ณ๐ข๐ต.๐ค๐ฐ๐ฎ, @๐ฃ๐ช๐จ๐ง๐ช๐ด๐ฉ๐จ๐ข๐ฎ๐ฆ๐ด.๐ค๐ฐ๐ฎ, @๐ฑ๐ช๐น๐ฆ๐ญ๐ถ๐ฏ๐ช๐ต๐ฆ๐ฅ.๐ค๐ฐ๐ฎ, ๐ฐ๐ณ @๐ฑ๐ณ๐ฐ๐ฅ๐ถ๐ค๐ต๐ฎ๐ข๐ฅ๐ฏ๐ฆ๐ด๐ด.๐ค๐ฐ๐ฎ ๐ฆ๐ฎ๐ข๐ช๐ญ ๐ข๐ฅ๐ฅ๐ณ๐ฆ๐ด๐ด. ๐๐ณ๐ฐ๐ฎ ๐ต๐ช๐ฎ๐ฆ ๐ต๐ฐ ๐ต๐ช๐ฎ๐ฆ, ๐๐ณ๐ช๐ด๐ต๐ฐ๐ค๐ณ๐ข๐ต ๐ฎ๐ข๐บ ๐ถ๐ด๐ฆ ๐ข๐ฏ ๐ฆ๐น๐ต๐ฆ๐ณ๐ฏ๐ข๐ญ ๐ข๐จ๐ฆ๐ฏ๐ค๐บ ๐ง๐ฐ๐ณ ๐ณ๐ฆ๐ค๐ณ๐ถ๐ช๐ต๐ฎ๐ฆ๐ฏ๐ต ๐ฑ๐ถ๐ณ๐ฑ๐ฐ๐ด๐ฆ๐ด, ๐ฉ๐ฐ๐ธ๐ฆ๐ท๐ฆ๐ณ ๐ต๐ฉ๐ฆ๐บ ๐ธ๐ช๐ญ๐ญ ๐ฏ๐ฆ๐ท๐ฆ๐ณ ๐ณ๐ฆ๐ฒ๐ถ๐ฆ๐ด๐ต ๐ฑ๐ข๐บ๐ฎ๐ฆ๐ฏ๐ต๐ด ๐ฐ๐ง ๐ข๐ฏ๐บ ๐ด๐ฐ๐ณ๐ต.