VIP Support Supervisor - Full Time

Job description

The VIP Support Supervisor leads a team of highly skilled support professionals dedicated to delivering exceptional service and personalized experiences for Caesars' most valued digital guests. This role is responsible for overseeing daily operations, managing escalated guest concerns, driving team performance, fostering employee development, and ensuring compliance with company policies and gaming regulations. The Supervisor partners cross-functionally with multiple business units to deliver seamless service while maintaining a culture of excellence, accountability, and guest satisfaction.

Responsibilities

Lead the day-to-day operations of the VIP Support team, ensuring service levels, quality standards, and performance objectives are consistently achieved. Deliver exceptional support and resolution for complex guest escalations with professionalism, empathy, and urgency. Coach, mentor, and develop team members through ongoing feedback, training, and performance management. Foster a culture of accountability, collaboration, engagement, and excellence within the department.

Analyze operational metrics, service trends, and guest feedback to identify improvement opportunities and implement solutions. Monitor team productivity and service delivery to ensure optimal guest experiences across digital platforms. Collaborate with VIP Hosting, Payments, Promotions, iCasino, Compliance, Trading, Product, IT, Human Resources, Talent Acquisition, and other business partners to enhance service effectiveness.

Communicate operational performance and actionable insights to Customer Operations leadership. Maintain appropriate staffing levels and schedule coverage to support business demands across various shifts. Ensure compliance with all applicable gaming regulations, company policies, certifications, and training requirements. Manage special projects and initiatives that support departmental goals, innovation, and business growth.

Serve as a role model for Caesars' Mission, Vision, and Values while promoting a guest-first mindset. Serve as a professional role model and represent the company positively. Meet productivity, efficiency, and customer service performance goals. Handle customer transactions accurately, efficiently, and professionally. Protect customer privacy and confidential information in accordance with company standards. Maintain punctuality, attendance, adherence, and appearance standards.

Support special projects and perform additional duties as assigned by management. Comply with all company policies and applicable regulatory, state, and federal laws.

Qualifications

Must be 21 years of age or older. Bachelor's degree or equivalent combination of education and professional experience. Minimum of two (2) years of supervisory or leadership experience. Preferred experience in gaming, hospitality, sports betting, iGaming, customer operations, or a related industry. Strong leadership, communication, coaching, and interpersonal skills. Demonstrated ability to resolve complex customer issues and escalations.

Strong analytical, organizational, and problem-solving abilities. Experience interpreting operational metrics and using data to drive performance improvements. Ability to effectively manage priorities in a fast-paced environment. Demonstrated commitment to integrity, compliance, and regulatory requirements. Must be eligible to obtain and maintain all required gaming licenses.

ADDITIONAL REQUIREMENTS

Must be available to work nights, weekends, holidays, and varying shifts as business needs require. Ability to lead and motivate teams while managing multiple priorities. Proficiency in Microsoft Office applications. Strong written and verbal communication skills. Ability to work collaboratively across multiple departments and business units. Adaptable and capable of managing changing business needs and operational priorities.