Scientific Games is the global leader in lottery games, sports betting and technology, and the partner of choice for government lotteries. From cutting-edge backend systems to exciting entertainment experiences and trailblazing retail and digital solutions, we elevate play every day. We push game designs to the next level and are pioneers in data analytics and iLottery. Built on a foundation of trusted partnerships, Scientific Games combines relentless innovation, legendary performance, and unwavering security to responsibly propel the global lottery industry ever forward.
Position SummaryThe GSC Supervisor is a proactive, self-directed leader responsible for the day-to-day activities of the Support Center and for maintaining KPI goals through others in accordance with business needs. This role requires strong technical aptitude, comprehensive Support Center knowledge, and excellent written and verbal communication skills.
Job Duties / Key Accountabilities
·Oversee the resolution of customer problems through effective technical troubleshooting methods and timely escalation.·Manage people through coaching, developing, motivating and progressive discipline techniques.·Regular mentoring of staff through ongoing performance reviews based on scorecard metrics.·Ensures adequate staffing to maintain Service Levels based on forecasted call volumes.·Active participation in the SYSCON process as the call center representative.·Monitor and adjust staffing resources to maintain established KPI’s.·Review and approve timesheets, overtime, time-off, and shift-swap requests (secondary).·Interview and recommend employees for hire, advancement and termination.·Serve as a liaison between the lottery, field service management, and Support Center management; clearly communicating procedural changes submitted by the field or lottery.·Support Training team to update existing content and develop new topics in support of the center.Actively participate in Quality Assurance monitoring and calibration sessions with staff.
·Independently pull and review reports, identify trends or issues, and recommend actions that support department goals.·Other duties as assigned by management.Job Level Description
As a working lead, assigns and tracks daily work of a work group / team; mentors.
QualificationsQualifications
- Ability to pass the following background checks: Criminal, Consumer Credit, FBI Identity History, and OH State BG
- On-call availability – 24x7x365
- Bachelor’s degree or equivalent work experience
- Excellent working knowledge of Excel, Outlook, and NICE, with strong technical aptitude and the ability to quickly learn new systems and tools
- Excellent written and verbal communication skills, including the ability to explain technical information clearly to employees, customers, and business partners
- Ability to multitask
- Attention to detail
- Demonstrated self-starter with the ability to independently prioritize work, identify issues, and follow through to resolution
- Strong working knowledge of Support Center operations, workflows, service levels, escalation processes, and performance metrics
- Ability to type 40 wpm, minimum
- Ability to mentor staff
- Ability to work in an office environment
- High Speed Internet with Ethernet Available
- Quiet place to work, free of noise and distractions.
- Safe, well-lit working space for SG Equipment
Years of Related Experience
Years of experience 2 to 5 years
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.
Work Conditions
Scientific Games, LLC and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses. As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts. In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you.
This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.
SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster.
Skills Required
- Ability to pass criminal, consumer credit, FBI Identity History, and Ohio State background checks
- 24x7x365 on-call availability
- Bachelor's degree or equivalent work experience
- Excellent working knowledge of Excel, Outlook, and NICE
- Strong technical aptitude and ability to quickly learn new systems and tools
- Excellent written and verbal communication skills, including explaining technical information clearly
- Ability to multitask and attention to detail
- Ability to independently prioritize work, identify issues, and follow through to resolution
- Strong knowledge of Support Center operations, workflows, service levels, escalation processes, and performance metrics
- Minimum typing speed of 40 words per minute
- Ability to mentor staff
- Ability to work in an office environment
- High-speed internet with Ethernet available
- Quiet, safe, and well-lit workspace suitable for SG equipment
- Two to five years of related experience
Scientific Games Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Scientific Games and has not been reviewed or approved by Scientific Games.
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Leave & Time Off Breadth — Time off includes a solid starting PTO allotment plus a set of paid holidays, with a floating day and paid volunteer time also cited. Some higher‑level roles reference unlimited PTO, indicating added flexibility in certain areas.
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Wellbeing & Lifestyle Benefits — Company programs emphasize well‑being, recognition, and community and volunteer involvement. Responsibility and sustainability communications consistently highlight these initiatives alongside core benefits.
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Affordable Benefits — Health insurance costs are often described as reasonable or affordable. Core medical, dental, and vision coverage is broadly available for U.S. roles.
Scientific Games Insights
What We Do
As a global leader in the gaming and lottery industries, Scientific Games' mission is to empower our customers by creating the world's best gaming and lottery experiences. Our casino, interactive and instant lottery games are designed to reach players wherever they are, whenever they want to play, and in any channel they choose: retail, casino or digital. For more than 85 years through our acquired companies, Scientific Games has delivered what customers and players value most: trusted security, creative content, operating efficiencies and innovative technology. Today, we offer customers a fully integrated portfolio of technology platforms, robust systems, engaging content and unrivaled professional services. Headquartered in Las Vegas, Nevada with nearly 10,000 employees worldwide, we serve our customers from development, manufacturing, printing and commercial facilities on six continents. At Scientific Games, we establish long-term, collaborative relationships with our customers as trusted partners. Such partnerships allow us to build dedicated teams, fortify our knowledge base, and collaborate with our customers to improve our product and service offerings for the benefit of the industry. Our global customer base includes: - Commercial and Tribal Land-Based Casinos - Video Lottery Terminal (VLT) Operators - U.S. and International Lotteries (Government Sponsored and Private) - Central Determination Gaming Jurisdictions - Licensed Betting Operators - Licensed Online Casino Operators - Social Sites Offering Online Free-To-Play Casino Games
