Customer Support Team Lead

Aristocrat Interactive seeks a Player Support Team Lead to lead and direct the Contact Center team within our iGaming and iLottery business unit. The Player Support Team Lead will oversee Tier 1 and Tier 2 customer service representatives, ensuring exceptional support for our players. This role involves managing daily activities, handling escalated issues, monitoring performance, and ensuring service levels and quality objectives are met. The ideal candidate will possess strong leadership skills, a keen eye for detail, and a passion for delivering top-notch customer service.
****This is a Hybrid position based out of Manchester NH****

What You'll Do

• 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.

What We're Looking For

• High School Diploma or equivalent required; some college preferred.

• Must be 21 years of age – 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.

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

The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

Travel ExpectationsNone

Pay Range$48,510 - $90,090 per year

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.