Supervisor - Customer Service

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We’re building a team that resonates passion for learning, operating, and building new products and technologies for millions of consumers. We care about each customer interaction, experience, behavior, and insight and strive to ensure we’re always acting authentically.

Our Customer Service Supervisor will report to the Customer Service Managers and will be responsible for the performance and quality of service provided by a team of specialist who provide betting and account related support to our players via multiple channels including Live chat, email, social media, and voice. Reporting on adherence to goals and objectives, completing coaching, feedback, observations, and regular development meetings setting SMART objectives. You will collaborate with others to analyze, understand, and raise individual and customer wide issues while providing escalation support to your team. You will ensure your team complies with its responsible gambling and regulatory requirements and strives to deliver best-in-class service.

• Responsible for the delivery of the KPIs of the immediate team, including quality, productivity, and compliance parameters.

• Supervises the team members, identifying and addressing developmental issues, and coaching opportunities.

• Prepares weekly & monthly reports summarizing the assigned customer service teams performance.

• Delivers regular and timely coaching and feedback to the team members to enhance performance.

• Responsible for the enforcement of organizational policies and procedures to ensure compliance.

• Ensures proper and timely dissemination of all processes and business updates to the team, based on business needs.

• Drive performance with team by conducting team activities/contests.

• Real time monitoring to assist in productivity by monitoring long calls, long hold times, completion of callback requests, and aux code.

• Identifies opportunities to update or improve customer service procedures and makes recommendations.

• Resolves problems by identifying and selecting solutions and applying technical experience and precedents.

• Engage with Management/Training to identify areas of opportunity to develop additional training.

• Performs other related duties as assigned.