Customer Support Team Lead

About the Position

Aristocrat Interactive is looking for a Customer Support Team Lead to lead our Contact Center team in the iGaming and iLottery business unit. This position plays a crucial role in providing seamless support for our players and upholding top-tier service standards. Your guidance will significantly influence our goal of bringing happiness to life through the power of play by encouraging a diverse and cooperative atmosphere. If you are driven and dedicated, this is an outstanding chance to become part of a team that prioritizes innovation and outstanding customer service!

Responsibilities

• 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.
• Deal 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 organizational 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.

Requirements

• High School Diploma or equivalent experience required, with some college preferred.
• Minimum age of 21 years.
• More than 5 years of experience in serving customers and over 3 years in managing a contact center or team for customer support.
• Excellent written and verbal communication skills.
• Strong interpersonal skills with a positive attitude and professional demeanor.
• Demonstrated accuracy with consistent attention to detail.
• Independent judgment, discretion, and initiative.
• Strong grammatical and typing/data entry skills with an emphasis on accuracy.
• Ability to thrive in a fast-paced, dynamic work environment.
• Organized with excellent time-management skills.
• Maintain professional and technical knowledge.
• Proficient 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.
• Skill in analyzing and reporting essential 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.
• 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, 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.

We Offer

We offer a comprehensive pay and benefits package designed to stay competitive in the market, support your wellbeing, and recognize your contribution to our success. Our approach is underpinned by a pay-for-performance belief in rewarding individual impact. Your specific compensation package will be determined by factors such as your skills, experience, qualifications, and location. Depending on your role and location, you 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. Specific details about compensation and benefits for this position will be discussed during the recruitment process.

About the Company

Aristocrat Leisure Limited (ASX: ALL) is a global entertainment and gaming content creation company powered by technology. Our three reporting segments comprise regulated land-based gaming (Aristocrat Gaming), Social Casino (Product Madness) and regulated online real money gaming (Aristocrat Interactive). Aristocrat offers a diverse range of products and services, including electronic gaming machines, casino management systems, online real money games, including iLottery, as well as free-to-play mobile games, that serve customers and entertain millions of players worldwide every day. Our team of ~7,400 people across the globe is united by our company's mission to bring joy to life through the power of play.