Job Title:   Call Centre Manager
04 / 01 / 2013
302723
Toronto
ON
CANADA
Canada

GTECH G2 is a subsidiary of Lottomatica Group, one of the world's largest lottery operators. GTECH G2 is a leading company in interactive gaming that specializes in full digital gaming and the sports betting industry. Founded in 2009, its portfolio of interactive services includes Lottery, Poker, Bingo, Sports Betting, Skill Games, Instant Games as well as a full range of back office and business solutions to help maximize revenues.

JOB DESCRIPTION:
PRINCIPLE DUTIES AND RESPONSIBILITIES
  • Recruit and provide direction to a Customer Service team that share the jurisdictions’ core values, fit with the corporate culture, and respect all regulatory and legal requirements
  • Ensure that all staff are fully trained and produce training manuals
  • Ensure published customer response times are met
  • Provide a chat moderation service, delivered by the Customer Service team, and ensure that the tools provided are up to the required standard
  • Write Customer Service response scripts
  • Work closely with appropriate departments ensuring customer queries are resolved in a timely manner
  • Provide Customer Service team with tools to collect feedback from players and ensure that this is reviewed, collated and shared across the business
  • Assist Customer Service Operators with the diagnosis and resolution of customer-related issues
  • Escalate Customer Service issues to Technical Support or to the Development team as necessary
  • Define and adhere to budgets, including expense controls
  • Provide timely performance reports and financial updates to the Executive Director of Online Gaming and the Compliance Officer
  • Identify goals, define objectives, and execute them in an organized and disciplined manner; monitor the performance of the team against targets given
  • Propose, and where approved, document changes to the Internal Control System in order to improve the overall Customer Service
  • Schedule the Customer Service team’s workload and shift patterns according to the demands of the business and within budget
  • Assist and advise the management team and key functional groups on all Customer Service matters.
  • Identify and track internal and external Key Performance Indicators such as Customer Service response times, player satisfaction, and other metrics as appropriate
  • Implement and maintain proper code of conduct for all direct reports and ensure that other important communications are received
  • Responsible for mentorship, evaluations, conflict resolution and recognition of direct reports to maintain highly motivated and engaged employees.
This description is a summary of principal duties and responsibilities and is not intended to include all duties which may be assigned.

JOB REQUIREMENTS
REQUIREMENTS
  • Excellent communication skills, both written and verbal in both French and English
  • University Degree or College Diploma or an equivalent training and related experience
  • Two or more years of Customer Service Management experience is required
  • Experience in Salesforce.com desirable
  • Possess strong leadership skills, be an effective communicator and good trainer
  • An insight into gambling, and player needs is an asset
  • Excellent communication skills, both written and verbal in both French and English
  • Knowledge of Poker and Bingo is an asset

We thank all applicants for their interest, however, only those selected for an interview will be contacted.
 
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