Customer Service Team Lead

**Who we are?**: Bally's Corporation is a global casino-entertainment company with a growing omni-channel presence. It currently owns and manages 15 casinos across 10 states, a golf course in New York, a horse racetrack in Colorado, and has access to OSB licenses in 18 states. It also owns Bally's Interactive International, formerly Gamesys Group, a leading, global, online gaming operator, Bally Bet, a first-in-class sports betting platform, and Bally Casino, a growing iCasino platform. With 10,600 employees, the Company's casino operations include approximately 15,300 slot machines, 580 table games and 3,800 hotel rooms. Upon completing the construction of a permanent casino facility in Chicago, Bally's will own and/or manage 15 casinos across 10 states. Bally’s also has rights to developable land in Las Vegas post the closure of the Tropicana. Its shares trade on the New York Stock Exchange under the ticker symbol "BALY". **Well, what about the team?**: Our Team Leaders are responsible for ensuring that the Customer Support department is running at peak performance. You will be providing guidance to shift supervisors and working closely with the CS Manager to ensure that each member of the team is working to their highest potential while making the most of available resources. As a Team Leader, you will be responsible for driving the objectives and targets of the business and ensuring KPIs and quality levels are met or exceeded. **So what will you be doing?**: - Leading and motivating the customer services team to achieve performance targets and deliver outstanding service to customers - Developing and implementing strategies to improve customer service processes and procedures - Providing coaching, training, and mentorship to team members to enhance their skills and knowledge - Monitoring team performance and conducting regular performance evaluations to identify areas for improvement - Collaborating with other departments to address customer issues and improve overall customer experience - Handling escalated customer inquiries and resolving complex issues in a timely and professional manner **And what are we looking for?**: - Demonstrate a proven track record of customer service leadership, emphasizing the delivery of exceptional experiences over an extended period - Be proficient in using customer service software and tools to manage team performance and customer interactions - Possess excellent communication and interpersonal skills to effectively lead and motivate a team - Be adept at analyzing data and metrics to drive improvements in customer service operations - Have a proven track record of meeting and exceeding customer service targets and KPIs - Be able to adapt to a dynamic and rapidly changing work environment, demonstrating flexibility and resilience - Possess excellent problem-solving abilities and the capability to make sound decisions under pressure - Be committed to delivering exceptional customer service and fostering a customer-centric culture within the team **Experience Required**: - High School Diploma or equivalent. - Exceptional Customer Service Skills. - Troubleshooting technical skills a plus. - Great communication skills, both verbal and written. - Proficiency with computers, especially our CRM and tools. - Proficiency with computer systems - Including basic troubleshooting - Multiple platforms/operating systems - Knowledge of any of the following a plus: - iCasino and Online Sports Betting **This is what you'll get**: Different benefits packages are tailored to fit each location, but here’s a taste of what may be on offer - Annual vacation - Annual bonus - RRSP program - Health insurance - Home office allowance **DNA / Values**: At Bally’s Interactive, we are driven by a set of core values that we like to call our DNA. We strive to embody our DNA and keep them at the heart of everything we do We are Always Ready to embrace change, adapt, and do what it takes to delight our customers. We believe that You Make the Difference, which is what gives our players the best experience and keeps them coming back. We are All One Team, looking out for each other, respecting diversity while connecting through a common purpose. Our teams are Learning Every Day by showing constant curiosity and the drive to learn from successes, mistakes, new experiences, and the people around us. At Bally’s we Love to Lead by thinking differently, seeking innovation, and always looking for ways to raise our game. **Equal Opportunities**: At Bally’s Interactive, we are committed to promoting equal opportunities in employment and working conditions. Diversity, Equity and Inclusion are important to us, and we encourage a culture where everyone can be themselves at work. We believe passionately that employing a diverse workforce is central to our success, this is our superpower. **Flexible Working**: At Bally’s Interactive, we believe in the power of collaboration and working together