Customer Support Team Lead
Aristocrat Interactive is looking for a Customer Support Team Lead to lead its Contact Center team in the iGaming and iLottery business unit. This position plays a crucial role in providing seamless support for its players and upholding top-tier service standards. The guidance provided will significantly influence the goal of bringing happiness to life through the power of play by encouraging a diverse and cooperative atmosphere. This is an outstanding chance to become part of a team that prioritises innovation and outstanding customer service.
- Monitor and manage real-time queues, ensuring staff availability aligns with service level targets.
- Support team members with advanced calls, client issues, and technology problems.
- Dealt with customer issues promptly and effectively.
- Collaborate with other departments to resolve complex issues for a seamless customer experience.
- Ensure accurate documentation of all customer interactions and adhere to organisational guidelines.
- Coordinate 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.
- Perform the role with complete integrity and autonomy.
- Provide constructive mentoring feedback focusing on skills development.
- Oversight for hiring, termination, and compensation of team members.
- Help achieve monthly Contact Center performance objectives for customer happiness, quality, efficiency, and important metrics.
- 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 mentor staff on needed improvements.
- Collect, analyse, 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.
- High School Diploma or equivalent experience (required).
- Some college (preferred).
- Minimum age of 21 years (required).
- More than 5 years of experience in serving customers (required).
- Over 3 years in managing a contact centre or team for customer support (required).
- Excellent written and verbal communication skills (required).
- Strong interpersonal skills with a positive attitude and professional demeanour (required).
- Demonstrated accuracy with consistent attention to detail (required).
- Independent judgment, discretion, and initiative (required).
- Strong grammatical and typing/data entry skills with an emphasis on accuracy (required).
- Ability to thrive in a fast-paced, dynamic work environment (required).
- Organised with excellent time-management skills (required).
- Maintain professional and technical knowledge (required).
- Proficient in resolving customer complaints and blocking issues (required).
- Experience in coaching, mentoring, and motivating teams to achieve goals (required).
- Proven ability to produce detailed system issue reports (required).
- Skill in analysing and reporting essential contact centre metrics (required).
- Ability to multitask, communicate effectively, and remain organised (required).
- Ability to follow detailed protocols and meet team goals and targets (required).
- Comprehensive pay and benefits package designed to stay competitive in the market, support wellbeing, and recognise contribution.
- Pay-for-performance belief in rewarding individual impact.
- Specific compensation package determined by factors such as skills, experience, qualifications, and location.
- May be eligible for annual bonuses and incentives, health and wellbeing benefits, paid time off, retirement plans, insurance coverage, and other local or statutory benefits.
Aristocrat Leisure Limited is an Australian gaming and technology company and one of the world's largest providers of gambling products. Listed on the Australian Securities Exchange and headquartered in Sydney, it designs and manufactures electronic gaming machines and casino-management systems, and runs sizeable online real-money gaming (Aristocrat Interactive) and mobile games (Pixel United) businesses. Founded in 1953, the group employs more than 7,000 people across over 20 locations worldwide. It is the largest gaming-machine manufacturer in Australia and among the biggest slot-machine makers globally.