Customer Support Manager

Penn Interactive (PI) is an interactive gaming company headquartered in Philadelphia. PI is the digital arm of PENN Entertainment (NASDAQ: PENN), the largest regional casino operator in the U.S.). Our mission is to challenge the norms of the gaming industry by building an immersive interactive gaming experience that is responsible, innovative, and fun. Through our partnership with Barstool Sports, we are hoping to continue to launch our online sportsbook and iCasino across the US.  We are committed to helping our team members grow and succeed.  We believe that hiring talented individuals that love what they do will help us win!

About the role:

As the Customer Support Manager, you will monitor, manage, and engage with the Customer Support team, and work to maximize customer experience and retention by designing, implementing and managing large scale standard operating procedures, which will benefit our players by creating new and innovative ways to utilize our sportsbook platform. 

Here's what you'll do:

• Sustain and create department process models that yield maximum results in department Service Levels, answer rates, handle times, ASA’s and CSAT scores.
• Proactively determine contact routing strategies to enhance agent productivity and ensure fast response times week-over-week. 
• Own unplanned shrink within the department by calculating daily shrink totals, and using the data to identify and address productivity pain points.
• Use data management products (Tableau, Excel, Google Sheets) to create and distribute agent, team, and overall department performance reports.
• Manage PX Team Leader coaching routines utilizing data and metrics to foster productive coaching interactions with Customer Support Specialists.
• Provide support for Team Leaders when handling escalated player contacts by offering resolution suggestions that will satisfy our players and prevent complaints.
• Use coaching feedback from Team Leaders to determine when performance or behavioral correction is necessary.
• Conduct 1-on-1 meetings with Team Leaders to discuss developmental topics and review performance.
• Approve and contribute to the weekly department team meeting agenda and assist the Team Leaders with execution of the meetings.
• Coordinate with Human Resources to assist Team Leaders with building accurate and constructive employee mid-year and end-of-year reviews.
• Collaborate with Human Resources to effectively handle employee relations concerns in a timely manner.
• Collaborate regularly with Talent Acquisition and our Training Manager to review staffing and training needs.
• Coordinate cross-functionally with other relevant operational leaders. (Operations, Risk, Payments, Marketing etc.)
• Consistently update player-facing communication areas such as email and chat macros, triggers, first-response messaging, empathy and reassurance statements.
• Keep a pulse on employee morale by enabling a safe and inclusive work environment.
• Partner with Training Manager as needed to communicate operational changes and ensure that department Knowledge Base and training curriculums remain current.
• Conduct quarterly skip-level meetings with Customer Support Specialists to elicit feedback from front line workers and clarify the higher-level direction.
• Partner with the leaders from Penn Entertainment's customer support teams to build resolution processes for overlapping players.
• Comply with all company policies and procedures.
• Other duties as assigned. 

About you:

• Contact center leadership experience required. (5+ years of experience in contact center can be considered in place of a college degree.)
• Bachelor’s degree in a business field preferred.
• A proven track record of leading large teams.
• Experience in a leadership-of-leaders role, or being at least two levels above the frontline.
• A passion for professional development and the success.
• Integrity and commitment to player satisfaction.
• High business acumen and the ability to evaluate the structural integrity of operational processes.
• A professional leadership style that is inspirational and motivational for large teams of employees.
• Understanding of contact center infrastructure, systems and general industry language is required.
• Experience in the sports betting and/or casino industries is considered a valued bonus.
• Experience managing and operating a Customer Relationship Management system is required (Zendesk experience is a valued bonus)

Location/Work Hours 

The primary office location for this position will be located in Cherry Hill, NJ.  You are required to be in the office 1 day per wee