Customer Service Manager- Operations (Overnight)

Job description

Welcome to the Empire! As the Manager of Customer Operations, you will lead and inspire dynamic teams of highly skilled support professionals dedicated to providing exceptional service to Caesars guests and internal teams. Your team’s primary role is to deliver best-in-class account support services for customers across multiple online wagering platforms, as well as support our brick & mortar sportsbook operations. You will lead teams of subject matter experts to ensure our customers have seamless digital gaming experiences.

You will look for ways to reduce customer friction points and enhance the digital wagering experiences.

Responsibilities

Manage Daily Operations

Oversee the daily operations of multiple Customer Support teams. This will includes scheduling, human resources functions, and team development and daily shift oversight.

Guest Escalations

Provide guidance on guest escalations and raise product/process issues as necessary.

Data-Driven Improvements

Collaborate with Customer Operations Leadership to review data and trends to enhance service levels.

Cross-Department Collaboration

Partner with internal departments, including VIP Host teams, Payments, Promotions, iCasino, Compliance, Retail Operations, Trading, Product Development, IT Support, Human Resources, Talent Acquisition and more.

Performance Coaching

Drive performance in the contact center by coaching employees to meet and exceed productivity and service metrics.

Feedback and Reporting

Provide regular feedback to Customer Operation Leadership regarding the performance of support teams.

Relationship Building

Proactively build strong working relationships with colleagues at all levels of the organization.

Hiring and Training

Oversee the hiring, onboarding, and training of new employees.

Compliance

Ensure department employees comply with all necessary training and gaming license requirements.

Additional Duties

Perform other duties as needed.

Qualifications

Bachelor’s Degree

Or comparable work experience.

Management Experience

Minimum of one year of management experience.

Regulated Gaming Industry Experience

Experience in gaming, hospitality, sports betting, and/or iGaming preferred.

Skills

Required: Excellent interpersonal communication, problem-solving, leadership, and analytical skills.

Integrity and Compliance

Ability to uphold and demonstrate the highest level of integrity and compliance as required by a regulated business.

Independence and Multitasking

Ability to work independently and manage multiple priorities.

Gaming License

Must be able to obtain necessary gaming license(s).