Night Shift Supervisor

What You'll Do

• Coach & motivate the customer operations night shifters to deliver a compliant service whilst also driving continuous professional development including but not limited to QA feedback sessions.
• Maintain strong relationships with internal stakeholders and providing subject matter expertise. 
• Work closely with the Customer Support & Operations Managers to develop areas of knowledge related to Responsible Gaming 
• Maintain knowledge and awareness of the ever-changing regulatory landscape  
• Provide frequent training to Customer Operations Night Shifters to ensure Responsible Gaming remains a core value of every team member. 
• Report directly to the Customer Support Manager to promote data driven decisions to boost night shift performance, service levels & reduce the level of risk connected to Responsible Gaming 
• Be a key stakeholder in promoting Safer Gambling by leading the night shift Safer Gambling team to ensure our internal procedures are being followed correctly & efficiently. 
• Creating a positive working environment 
• Conducting daily briefings for customer facing night shift employees to ensure they are fully prepared for their shifts.
• First contact person to handle questions from night shift employees regarding any issues arising.
• Maintaining high levels of motivation within all teams under the customer operations night shift team in order to reach each shifts performance targets
• Planning & implementing task distribution action between Customer Operations Night Shift employees.
• Monitoring the customer communication ques and Safer Gambling alerts always to ensure all customers are handled within SLA targets whilst maintaining the highest level of service
• Monitoring the night shifts productivity levels ensuring that all tasks distributed are handled efficiently whilst maintaining the highest quality
• Providing accurate daily performance reports for Operations Management
• Oversee, coordinate and communicate high priority issues between internal departments.
• Escalating technical issues with rapid and precise action to ensure fast resolution and damage control.
• Manage / handle any additional tasks which the management team deem a priority

What We're Looking For

·       Excellent communication skills are essential; ability to communicate clearly both orally and in written, in English. 

·       Strives to overachieve targets and management expectations whilst ensuring all aspects of performance are achieved professionally & in line with license & regulation requirements. 

·       Extremely attentive to details. 

·       Organized, independent, able to manage time and workload unsupervised. 

·       Previous experience within in a leadership role in any field or industry. (Safer Gambling experience considered an asset) 

·       Good knowledge working with the following Microsoft products: PowerPoint / Excel / Word / Sharpoint / Onedrive / Monday.com (considered an asset not a requirement). 

·       Excellent interpersonal skills

·       Very flexible to change in focus or priority to accommodate the Company’s vision & requirements. 

·       Extremely service, solution & safer gambling orientated 

·       Obtain a strong understanding of the company’s products & service  

·       Have a strong grasp of internal policies 

·       Have Safer Gambling Gaming as a core value 

·       Change Management

Company Summary

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

Travel Expectations