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Customer Support Assistant Manager

Caesars Entertainment

This is a Contract position in Las Vegas, NV posted November 11, 2022.

Job Description

Caesars Sportsbook is the fastest growing Sports Book in the US! Our ambition is to build a digitally-led, internationally diverse gambling company of scale. We are in a highly innovative industry. As one of the largest gambling companies and with over 11,000 people worldwide, we make a massive investment in everyone, offering excellent career development opportunities. Our people are at the heart of everything we do, and we offer a fast-paced environment where we have fun, celebrate success, and give you all the tools you’ll need to be your best self.

Taking care of our customers is priority one. Taking care of the people who take care of our customers is your priority one! You will come to the table with customer service as your mission, leading a team to be the BEST is what you do best!

What you will do:

  • The Customer Support Assistant Manager is responsible for managing the day to day operations of the Customer Support team to ensure Caesars Sportsbook and William Hill customers receive a high-quality experience.
  • You will be responsible for initial and ongoing training, making sure that all CS personnel have the skills and tools to enable them to complete their work.
  • You will be responsible for hitting service levels across all channels.
  • Working closely with the Quality Development team and Customer Support Leads you will implement processes and deliver training to make sure contacts are logged accurately for reporting purposes and quality is of a high standard.
  • You will ensure the department is staffed sufficiently and highlight major events if staffing increases are required.
  • Meet regularly with Customer Support Leads to review service levels and department performance.
  • Ensure Customer Support Leads are providing comprehensive feedback and coaching to agents regarding their performance and calls/emails/chats/texts.
  • Meet with the Quality Development Manager and Customer Support Leads regularly as a group to score contacts together to ensure consistency through the team.
  • Meet regularly with the Manager of Customer Support to review team and individual performance.
  • Handle call escalations as needed.
  • Other duties as assigned.

What you will need:

  • Ability to objectively evaluate performance against standards and to identify performance gaps and recommended corrective action.
  • Ability to coach and provide constructive feedback on proper process and techniques.
  • Ability to drive performance on an individual and team basis.
  • Detail oriented.
  • Strong organization and time management skills.
  • Proficient personal computer skills including Microsoft Office.
  • Excellent listening and problem-solving skills.
  • Excellent interpersonal, written, and oral communication skills.
  • Ability to prioritize and organize work in a multitasked environment.
  • Ability to adapt to a flexible schedule.
  • Ability to maintain the highest level of confidentiality

Essential Functions/Exposures:

  • Must be able to sit, type, and talk on the phone for extended periods
  • Regular attendance in the office

About Us

Behold! Caesars Sportsbook is here, and we’re proud to be a part of Caesars Entertainment-the number one gaming company in the world with over 80 years of sports betting expertise.

At Caesars Sportsbook, we believe all our Team Members should be treated like Caesars. It’s the mantra we were founded on, and the standard that drives us to provide our customers with best-in-class service.

As we continue to Blaze The Trail with our Caesars Sportsbook & Casino app, the expansion of our Caesars Sportsbook retail locations, our World Series of Poker franchise, our William Hill legacy brand, and partnerships with the biggest names in sports and entertainment, we’re creating new and exciting opportunities for you to be a part of our empire and make an impact.

Interested in joining the team? Check out our job postings and see what we have to offer, people. And remember-We Are All Caesars!

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