Job Summary – The TwinSpires Contact Center Manager is responsible for overall proficiency and efficiency of the TwinSpires Contact Center operations and is staff focused, customer focused and productivity conscious. This role will facilitate efficient customer transactions throughout the TwinSpires Contact Center, by maintaining correct staffing levels, effective recruitment, training programs, and routine coaching that improves the proficiency of the individual. The TwinSpires Contact Center Manager is generally responsible for the individual performance of the Player Services Supervisor and Representative working each shift.
Essential Functions –
The TwinSpires Contact Center Manager should exhibit the following qualities and skills:
- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
- Exhibits appropriate time management skills and can evaluate priorities, delivering all tasks and projects on time and to sufficient level of detail.
- Handling escalated calls, complaints, questions, and queries as necessary.
- Carrying out team meetings and actively participating in the monthly and weekly meetings.
- Reliable attendance and dependability in meeting commitments and deadlines are essential functions of this position.
- Develops weekly and monthly reporting needed by senior management to understand call center performance, trends, and requirements.
- Assist with development and modifications of CRM tool to meet needs of the business.
- Strive to take overall player services to the next level by implementing and maintaining an effective up-sell / cross-sell program in conjunction with the Twinspires CRM team.
- Ensure that all departments have adequate tech support to meet customer’s needs.
- Ensure that Team Leads and Senior CSRs have the training needed to become capable supervisory staff.
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Supervisory Responsibilities: Yes.
- High responsibility for supervising Supervisor level employees.
- Responsible for team building, coaching, counseling, and discipline to excellence in both the individual and the team.
- High responsibility in the performance review, salary review and career recommendation area for the individual. Responsible for interviewing and hiring as needed.
Qualifications:
- Able to react effectively and calmly in emergencies.
- Able to maintain customer confidentiality.
- Strong communication, written skills, and interpersonal skills (required to establish and maintain inter-departmental relationships).
- Comfortable with fast paced work environment.
- Able to coach and develop Supervisors.
- Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
Education and/or Experience:
- B.S. Degree Preferred, 2 years higher education or work experience substitute
- 2 years customer service center or retail center experience
- 5 years previous contact center management experience in a 40 seat or larger contact center
- High level of integrity and sensitivity to confidential information
- Strong organizational abilities and a good attention to detail
- Ability to work independently and make well thought out decisions
- Horse racing experience preferred
Licenses/Certificates: Ability to be licensed as an Employee by various racing and gaming jurisdictions in which we operate, as required.