Customer Service Team Lead

Bally's Corporation is a global casino-entertainment company with a growing omni-channel presence. It currently owns and manages 15 casinos across 10 states, a golf course in New York, a horse racetrack in Colorado, and has access to OSB licenses in 18 states. It also owns Bally's Interactive International, formerly Gamesys Group, a leading, global, online gaming operator, Bally Bet, a first-in-class sports betting platform, and Bally Casino, a growing iCasino platform.

With 10,600 employees, the Company's casino operations include approximately 15,300 slot machines, 580 table games and 3,800 hotel rooms. Upon completing the construction of a permanent casino facility in Chicago, Bally's will own and/or manage 15 casinos across 10 states. Bally’s also has rights to developable land in Las Vegas post the closure of the Tropicana. Its shares trade on the New York Stock Exchange under the ticker symbol "BALY".

We seek a professional Call Center Team Leader to provide training, guidance and support to our CSR team as they work to deliver our customers with the best possible service. This Team Leader will answer questions, handle complaints, troubleshoot problems about our products and services, and handle a high volume of inbound or outbound calls, chats, and emails. The ideal candidate will seek to provide a positive experience for every customer that fully resolves their inquiry. They will empathize, listen, and understand the real reason for the contact and take their time to ask all clarifying questions to get a full 360-degree view of the contact. A successful representative will be efficient, detail-oriented, polite, knowledgeable, and able to adapt quickly to an ever-changing industry.

Our Team Leaders are responsible for ensuring that the Customer Support department is running at peak performance. You will be providing guidance to shift supervisors and working closely with the CS Manager to ensure that each member of the team is working to their highest potential while making the most of available resources.

As a Team Leader, you will be responsible for driving the objectives and targets of the business and ensuring KPIs and quality levels are met or exceeded.

Please note that this position has access to customers details – therefore requires employees to be able to obtain and maintain licensing in all jurisdictions Bally’s operates in. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these background checks upon a successful job offer. This will be done in a confidential manner, and solely for the purposes of verification.

• Leading and motivating the customer services team to achieve performance targets and deliver outstanding service to customers
• Developing and implementing strategies to improve customer service processes and procedures
• Providing coaching, training, and mentorship to team members to enhance their skills and knowledge
• Monitoring team performance and conducting regular performance evaluations to identify areas for improvement
• Collaborating with other departments to address customer issues and improve overall customer experience
• Handling escalated customer inquiries and resolving complex issues in a timely and professional manner

• Demonstrate a proven track record of customer service leadership, emphasizing the delivery of exceptional experiences over an extended period
• Be proficient in using customer service software and tools to manage team performance and customer interactions
• Possess excellent communication and interpersonal skills to effectively lead and motivate a team
• Be adept at analyzing data and metrics to drive improvements in customer service operations
• Have a proven track record of meeting and exceeding customer service targets and KPIs
• Be able to adapt to a dynamic and rapidly changing work environment, demonstrating flexibility and resilience
• Possess excellent problem-solving abilities and the capability to make sound decisions under pressure
• Be committed to delivering exceptional customer service and fostering a customer-centric culture within the team

• High School Diploma or equivalent
• Exceptional Customer Service Skills
• Troubleshooting technical skills a plus
• Great communication skills, both verbal and written
• Proficiency with computers, especially our CRM and tools
• Proficiency with computer systems
  • Including basic troubleshooting
  • Multiple platforms/operating systems
• Knowledge of any of the following a plus:
  • iCasino and Online Sports Betting

Different benefits packages are tailored to fit each location, but here’s a taste of what may be on offer:

- Annual vacation
- Annual bonus
- RRSP program
- Health insurance
- Home office allowance

At Bally’s Interactive, we are driven by a set of core values that we like to call our DNA. We strive to embody our DNA and keep them at the heart of everything we do!
We are Always Ready to embrace change, adapt, and do what it takes to delight our customers. We believe that You Make the Difference, which is what gives our players the best experience and keeps them coming back. We are All One Team, looking out for each other, respecting diversity while connecting through a common purpose. Our teams are Learning Every Day by showing constant curiosity and the drive to learn from successes, mistakes, new experiences, and the people around us. At Bally’s we Love to Lead by thinking differently, seeking innovation, and always looking for ways to raise our game.

At Bally’s Interactive, we are committed to promoting equal opportunities in employment and working conditions.
Diversity, Equity and Inclusion are important to us, and we encourage a culture where everyone can be themselves at work.
We believe passionately that employing a diverse workforce is central to our success, this is our superpower.
We do not discriminate against employees or job applicants on the basis of race, colour, nationality, ethnic or national origin, age, sex or sexual orientation, gender reassignment, religion or belief, marital or civil partner status, pregnancy or maternity, political opinion or disability.

At Bally’s Interactive, we believe in the power of collaboration and working together in a shared space, as well as the benefits of working from home. We champion hybrid working wherever we can, offering a flexible blend of working in the office 3 days a week and from home twice a week.