Customer Experience Supervisor - Online Chat

Summary:

Penn Entertainment is ready to change the game.  Do you want to play? Penn Interactive Ventures (PIV) is a real-money interactive gaming company headquartered in Philadelphia. As the interactive arm to Penn Entertainment (NASDAQ: PENN), the largest regional casino operator in the U.S., we are poised for fast-paced growth in the sports betting and online casino space and are looking for a Customer Service Supervisor to join our expanding Sportsbook team! This role exists within our Player Experience department inside our 24/7 contact center.

How you can be our MVP:

• Make decisions that help the department achieve its goals while mitigating any potential risks to the business.
• Cultivate a team culture that is committed to high performance and customer satisfaction.
• Use results and feedback to brainstorm new ideas and present solutions that could enhance the operation.
• Communicate consistently. Understand the importance of accuracy, timing, and a positive reception of all forms of communication.
• Provide constant support for your team and maintain a firm understanding of their needs.
• Always be coaching. Work towards continuous improvement by clarifying, providing effective feedback, and checking for understanding.
• Be reliable. Exhibit consistency in your availability and your follow-through with tasks.
• Go above and beyond. Be proactive, demonstrate extra initiative, and take pride in doing more.
• A team player. Work with other team members to promote a work environment that is positive, collaborative, and unified.
• Be sports minded. Understand the business of the rapidly growing sports betting industry.
• Be nimble. This position is required to work most holidays and weekends.

Here's what you'll do:

This position involves direct supervision of a team of Player Experience Specialists and general supervision of all Player Experience Specialists. Team headcounts will vary depending on the needs of the business.

• Start every shift by welcoming your team on the shift video conference call, documenting attendance events, and addressing any concerns or needs. Set expectations for the day and check in with the team in between daily meetings.
• Monitor the call/chat/email queues for volume spikes, and shift-around personnel as needed, and execute other queue management tactics to ensure answer speed targets are met for each communication channel.
• Monitor Agent availability and login statuses to ensure Agents are adhering to schedules and taking correct breaks.
• Notify key department stakeholders when trending issues arise through volume spikes or mass customer feedback. Provide call scripts or chat/email macros and ancillary tracking sheets for the Agents during these instances.
• Daily Email Communication with Various Property Stakeholders
• Collaborate and communicate with other department leaders or Property Staff to gain the information needed to resolve escalated player and guest inquiries.
• Provide de-escalation techniques and other communication strategies that will support Agents in assisting our players and guests.
• Daily coaching of your Agents by reviewing daily KPI reports, listening to calls and reviewing chat/email transcripts, identifying, and documenting coaching needs, and building improvement plans
• Schedule and execute 1:1’s with each of your Agents, twice per month. Proactively plan for these 1:1's to ensure agendas are created and applicable improvement plans are ready to be communicated
• Partner with Human Resources to plan and address any outstanding behavioral concerns, attendance concerns, or performance concerns that are not getting resolved through coaching
• Collaborate with fellow leads to discuss the details of the daily operation to smoothly receive or hand off the next shift.
• Use player, guest, and employee feedback to assist Player Experience Managers and Property Staff with refining standard operation procedures that will alleviate operational pain points.
• Stay cognizant of the Penn Entertainment brands’, Penn Interactive brands’, and theScore Bet product or property features, policies, SOPs, promotional offers, and event information by participating in trainings, inter-departmental meetings, and reading announcements through our various communication channels.
• Conduct interviews with Customer Support Agents (PX Agents) candidates and make hiring recommendations for PX Managers.
• Take action to ensure player safety to align with Responsible Gaming.

About you:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• Minimum of two years of experience in a people-leadership role in a customer service operation.
• High School diploma required.  College degree or progress toward a college degree preferred.
• Passion for leading a team of people, coaching, performance managing, and employee development.
• Experience working with various types of CRM systems or the ability to quickly adapt to new technology.
• Proficiency in using Google Suite and Microsoft Office software.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Analytical skills and the ability to read and interpret data and reports.
• A strong sense of time management and the ability to meet deadlines efficiently and effectively.
• Ability to navigate roadblocks and deal with the unplanned/unexpected to find alternative ways to get things done.
• A high business acumen and a general understanding of revenue growth and profitability.

Location/Work Hours:

The primary office location for this position is in Cherry Hill, NJ.  You will be required to be in the office 20% of your monthly shifts, if NJ Licensed, which is subject to change.

What We Offer:

• Competitive compensation package.
• Comprehensive Benefits package.
• Fun, relaxed work environment.

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