Team Lead Customer Care

About Us

We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizations—MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Sportsbook, Borgata online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.

We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our goals as a company. We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly, take responsibility when we get it wrong, and ante-up again. We play to win, and we are all-in together.

We were recognized as one of Glassdoor’s “Best Places to Work”.

About the Role 
As Team Leader, you will lead and develop the Customer Care Associates by ensuring a high level of team performance (quality and quantity) that will result in optimal customer satisfaction. 

Key Responsibilities 

• Continuous coaching that will result in gradual development and improvement of CC Associates, both in 1 on 1 setting and in group setting 

• Complete and review QA reports  

• Hold 1 on 1 QA meetings with Associates, including quality and performance monitoring 

• Manage payroll, time off request and other attendance related instances by working with WFM and HR 

• Work cross functionally and professionally with other departments in the company 

• Be the “go to” person for direct reports 

• Meet department standards and KPIs on a team level as well  

• Complete and update weekly and monthly scorecard reporting  

• Implement motivation and incentive techniques 

• Assist Associates in real time through various channels 

• Be up to date on department SOPs or willing to spark change where necessary  

• Ready to assist with contacts (Chats, calls, and/or emails) as volume needs demand 

Essential Functions 

• Must be able to stand or sit and operate computers and other technological devices for extended periods of time 

Qualifications: 

• A Bachelor’s degree or equivalent  work experience  

• Willingness to coach & lead Agents 

• Ability to motivate teammates 

• Excellent problem-solving skills & initiatives 

• Reliability and accuracy 

• Good organizational and communication skills 

• Analytical thinking capability 

• Ability to work under pressure & meet deadlines 

• Ability to work a flexible work schedule including nights and weekends 

• High quality and service awareness 

• Proactive and willing to take ownership 

• Capacity & great understanding of teamwork <