Call Center Supervisor

Intralot, Inc. is engaged in the supply of integrated gaming and transaction processing systems, innovative game content and value added services to state licensed gaming organizations. Based on its extensive know how, advanced product development standards and substantial experience in operating lottery games, Intralot, Inc. offers custom-made integrated solutions, which ensure maximum efficiency and absolute security. Games Library includes more than 400 types of games: Numerical Lotteries, TV Lottery Games, Sports Lotteries, Fixed Odds Betting, Instant Lotteries, Pari-mutuel, Video Lottery and Monitor Games.

Intralot offers a competitive benefits package that includes:

• Medical, Dental & Vision Insurance
• 6% 401k Match
• Paid Holidays & Vacation
• Paid Sick, Short/Long Term Disability
• Employee Assistance Program
• Maternity/Paternity Leave
• Discount Programs

Position Overview

Supervises and mentors call center representatives who get contacted by customers or potential customers. Responsible for the daily activity of call center policies and procedures. Ensures quotas for service volume and timeliness are met. May assist with monitoring interactions or perform data collection and some analysis.

Requirements

• High school diploma. Bachelor's degree preferred.
• 3+ year of relevant work experience
• 1+ year of people management experience or equivalent
• Spanish speaking is a plus

Knowledge, Skills and Abilities

• Ability to learn Intralot, Inc. software and hardware applications
• Ability to lead in a team environment
• Troubleshooting skills
• Technical customer service skills
• Strong verbal and written communication skills

Duties and Responsibilities

Under the direct supervision of the Customer Service Manager, performs the following duties and responsibilities. Other miscellaneous duties may be assigned

Operations focus.

• Manage a team of call center agents providing support to inbound Lottery retailers.
• Disseminate new product information to the agents. Communicate company information.
• Answer questions and comments.
• Work with manager to develop schedules with representatives each month to ensure call center objectives are covered.
• Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc. May take calls.
• Resolve retail equipment issues and dispatch technicians for repair through appropriate training and supervision of Call Center Operators.
• Controls and coordinates the direction of the Call Center functions over long-range planning periods to meet the goals of the organization, to ensure adherence to administrative directions, company policies and procedures, state and federal laws, and regulations and to maximize the integration and delivery of services.
• Effectively troubleshoot equipment and related issues or problems in response to inbound retailer calls, inquiries, or questions
• Input data into the company computer platform to keep each customer record update

People focus.

• Interview and hire staff. Assess needs/plan ahead.
• Administer training programs for new hires and existing staff.
• Motivate and encourage agents through positive communication and feedback
• Clearly communicate goals and objectives. Evaluate the performance of Call Center Representative by measuring results against established goals.
• Meet with team bi-weekly in one-on-one meetings to ensure employee success
• Meet at least once each week with your team to review the past week's events, including statistics, results and industry news.
• Administer HR policies and guidelines to ensure proper tracking of attendance, paid time off, maintaining a positive workplace, dress code, etc

Employment Eligibility Verification

Must possess valid documentation to establish identity and U.S. employment eligibility.

Security Requirements

Submission to, and ability to pass, a thorough pre-employment background check by the required State or District Lottery and Intralot, Inc. is a requirement of employment. A pre-employment drug screening is also a requirement.

Intralot, Inc. is an Equal Opportunity Employer

As an equal opportunity employer, Intralot recognizes that our strength lies in our people. We are committed to diversity. EEO is the Law.