Manager - Customer Service

Location: Canada

What are we building? 

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We’re building a team that resonates passion for learning, operating and building new products and technologies for millions of consumers. We care about each customer's interaction, experience, behavior, and insight and strive to ensure we’re always acting authentically.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space — ready to join us?

What’s the position?

The successful candidate will report to the Director of Customer Experience. You will build a team from the ground up hiring and scaling both Supervisors and Rep level positions.  You will drive operational excellence consistently coaching and providing actionable feedback to promote career development while maintaining service KPI’s and customer satisfaction.

What will you do?

Your day-to-day responsibilities will include:

• Lead a team of 2-4 call center supervisors responsible for overall production including calls, chats and emails.

• Responsible for coaching and developing reports on customer service processes and best practices.

• Manage metrics, performance criteria, policies, and procedures to improve call center productivity continuously.

• Drive a culture of accountability, continuous improvement, and personal excellence.

• Develop and maintain strategy on ensuring customer satisfaction on all service interactions.

• Provide team motivation and development to maximize opportunities.

• Responsible for the overall performance and productivity of direct reports

• Proven ability to meet performance, efficiency, and quality assurance targets.

• Monitoring of individual and team results to identify and act on both positive and negative performance.

• Provide regular feedback to supervisors regarding performance wins and areas of opportunity.

• Work with other departments in the organization, such as quality assurance, training, IT, and recruiting.

• Audit quality assurance strategies to ensure the delivery of world-class service.

• Determining work procedures, preparing work schedules, and expediting workflow

• Responsible for hiring, coaching, and career management of call center employees.