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

Aristocrat Interactive   

Aristocrat Interactive is Aristocrat Leisure Limited’s (ASX:ALL) regulated online Real Money Gaming (RMG) business and was formed in 2024 when the Anaxi and NeoGames businesses (Anaxi, NeoGames, Aspire Global