Customer Support Manager

Lansing, Michigan, United States | Full-time

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Customer Support Manager

OVERVIEW SUMMARY

 Do you want to be part of an exciting industry and work in a dynamic, interactive workplace? Do you like knowing the work you do helps raise proceeds for good causes? This position will provide the excitement of a high-tech, start-up company with fast-paced, challenging work and tremendous career growth potential. This is an opportunity to work with a leading provider of internet lottery solutions during one of the most transformative times in the lottery industry.

NeoPollard Interactive (NPi), North America’s leading provider of innovative iLottery solutions, seeks a Customer Support Manager manages and directs all aspects of Contact Center operations and is responsible to oversee the Contact Center agents, leadership and operations, manage and lead Contact Center initiatives, participate in full employee employment cycle, and annual performance reviews, prepare Contact Center performance reports by collecting, analyzing, and summarizing data and trends, utilize workforce management solutions to develop and maintain proper staffing models, and ensure contracted service levels and quality objectives are achieved.

 

ACCOUNTABILITIES 

  • Meet monthly key Contact Center performance goals for customer satisfaction, quality, productivity and key performance indicators (KPIs); including maintaining contractual Service Level Agreements for clients.
  • Accomplish Contact Center human resource objectives through oversight of 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
  • Ensure all departmental operations are completed timely and within defined objectives, create models and projections to maintain and forecast needs requirements as necessary
  • Maintain and improve Contact Center operations
  • Maintains professional and technical knowledge 

RESPONSIBILITIES 

  • Determine Contact Center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses contributing information and analysis to achieve organizational strategic plans and reviews 
  • Report, analyze, and resolve all system, customer, or operational issues that impact service quality with a strong awareness of internal client relations and external customer experiences; Establish and maintain open lines of communication with direct reports, peers, upper management, Quality and IT specialists, and all other areas of the company to facilitate problem solving
  • Create models and projections to maintain and forecast needs requirements as necessary; Engage in structured problem solving to identify root causes, eliminate recurring issues, and ensure clear communication of expectations to team and management; Accomplishes organization goals by accepting ownership for accomplishing new and different requests; Explores opportunities to add value to job accomplishments
  • Monitor system performance; identify and resolve problems; prepare and complete action plans; manage system and process improvement and quality assurance programs; install upgrades
  • Track emerging trends in Contact Center operations management; attend educational workshops; review professional publications; establish personal networks; benchmark state-of- the-art practices; participate in professional societies
  • Ensure processes and procedures are clearly documented, regularly reviewed by department, and updated as required Assist in audit facilitation and maintains evidence of audit controls and logs for compliance purposes
  • Utilize workforce management solutions to develop and maintain proper staffing models; Engage in personal and team improvement activities; implement improvement within the scope of role or submit improvement recommendations to upper management that are outside the normal scope of the role; Set personal and team performance goals and lead team meetings to motivate personnel to reach performance objectives
  • Other duties as assigned

 

 QUALIFICATIONS

  • Four-year degree from an accredited university; in lieu of degree, 10 plus years of relevant experience accepted
  • 7-10 years of call center experience in a supervisory role

 

ABILITIES REQUIRED 

  • Excellent leadership skills with demonstrated ability to motivate others and achieve results
  • Highly developed verbal, interpersonal, and written communication skills
  • Positive attitude with the ability to maintain a friendly, professional, and courteous demeanor while assisting customers, clients and co-workers throughout the day
  • Demonstrated accuracy with a consistent attention to detail
  • Possess independent judgment, discretion and initiative in absence of specific directions from management
  • Strong grammatical and typing/data entry skills with an emphasis on accuracy
  • Thrives in a fast-paced, dynamic work environment and is able to work effectively and efficiently while maintaining a high level of customer service
  • Organized with excellent time-management skills
  • Demonstrated proficiency in resolving customer complaints and escalations
  • Experience coaching/mentoring and motivating teams to achieve set goals
  • Proven ability to produce detailed system issue reports
  • Demonstrated proficiency in reporting and analyzing key contact center metrics
  • Experience utilizing workforce management solutions to project and maintain staffing levels
  • Ability to multi-task, communicate effectively, and remain organized and focused
  • Ability to follow documented protocols
  • Ability to meet and motivate team members to meet goals and targets
  • Unquestioned ability to perform role with complete integrity and autonomy
  • Ability to provide positive/negative coaching feedback with an emphasis on skills development

 

BENEFITS 

  • Company provided laptop and cell phone
  • Comprehensive Health, Vision, and Dental benefits
  • Life and AD&D insurance
  • 401k retirement savings plan
  • Paid vacation, personal time, and holidays
  • Two weeks of training and onboarding in Tel Aviv
  • Employee Assistance Program (EAP)
  • Opportunity for career development
  • Business casual dress
  • Fun & exciting work culture

 

ABOUT NEOPOLLARD INTERACTIVE 

NPi is North America's leading provider of innovative iLottery solutions - the trusted and experienced partner lotteries rely on to help them achieve financial success in support of good causes. NPi is jointly owned by two of the world's most trusted and reputable companies in lottery and Internet gaming - Pollard Banknote and NeoGames. 

Established in 2014, NPi combines the marketing expertise and extensive worldwide lottery experience of Pollard Banknote with the proven leadership and sophisticated technology of NeoGames in launching new online and mobile gaming products and services in response to an ever-evolving marketplace.

With our proven track record in establishing and growing successful online and offline lottery gaming programs, NPi provides best in class iLottery technology and all the essential online gaming services for regulated lottery clients.