Customer Service Team Lead

We are seeking an experienced and ambitious Customer Service Team Lead to join our outstanding team at Aristocrat! This role plays a crucial part in our mission of providing world-class support within our iGaming business unit. As a Customer Service Team Lead, you will coordinate the Mobile on-Premise Player Support Representatives, ensuring impeccable support for our players. We appreciate collaborative and diligent individuals with a demonstrated passion for delivering outstanding customer service. Come join us and be a part of a dynamic and forward-thinking company that values inclusion and aims for excellence!

***This is a hybrid role based in our Tulsa, OK office you will need to be able to come in office 2 days a week***

What You'll Do

• Monitor and manage real-time queues, ensuring staff availability to meet service level targets.

• Assist staff with advanced calls, customer concerns, and technology issues.

• Address player 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.

• 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.

• Help achieve monthly Contact Center performance objectives related to customer happiness, quality, efficiency, and critical 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, 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 experience required; some college is preferred.

• Must be 21 years of age with 5+ years of Customer Service experience and 3+ years leading a contact center or customer support team.

• Must be able to acquire licensing in each jurisdiction.

• Excellent written and verbal communication skills.

• Highly developed verbal, interpersonal, and written communication skills.

• Positive attitude and ability to interact with others in a friendly manner.

• 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 blocking issues.

• 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 multitask, communicate effectively, and remain organized.

• Ability to follow detailed protocols and meet team goals and targets.

• Perform the role with complete integrity and autonomy.

• Provide constructive mentoring 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), social casino (Product Madness) 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

Travel Expectations

None

Pay Range

$48,423 - $89,930 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. 

This position offers a comprehensive benefits package, including health, dental, and vision insurance, paid time off, and a 401(k) plan with employer matching, more details available at https://atibenefits.com/.

Additional Information

This role is subject to mandatory background screening and regulatory approvals. As part of your employment with Aristocrat, you may be required to complete a criminal background check, submit fingerprints, and obtain licenses or registrations with applicable gaming regulatory authorities.

Aristocrat operates in a highly regulated environment and holds licenses in over 340 gaming jurisdictions worldwide. To meet our global compliance obligations, you will be required to provide the disclosure of relevant personal and background information to government agencies, sovereign nations/tribal regulators, and other applicable gaming regulatory bodies. This is a condition of Aristocrat’s gaming licenses. The specific information required may vary depending on the jurisdiction and project assignment.