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Supervisor Call Center I

Location: 

Jacksonville, FL, US, 32034

Requisition ID:  5446

IGT is the global leader in gaming. We enable players to experience their favorite games across all channels and regulated segments, from Gaming Machines to Lotteries to Interactive. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world, and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has over 12,000 employees.

Responsibilities

Responsible for coordinating the daily activities of the call center operations personnel to ensure overall efficiency, excellent customer service, data intergrity and system performance.  This position will temporarily be a work from home(remote) position until it is safe to return to the office.  You will be required to have a high speed internet connection with a hard wired connection into your router.  This service is paid by the employee.  A safe and quiet place to work using company provided equipment is also required.

  • Supervises, evaluates, and counsels the call center staff with direct responsibility for hotline and dispatch functions
  • Track call center staff attendance and metrics on an ongoing basis
  • Motivate call center staff and encourage positive communication and feedback
  • Provide support and identify training needs and development opportunities, through monthly coaching sessions with direct reports
  • Ensure all IGT policies and procedures are being followed and admininster corrective action if applicable
  • Attends/schedules meetings on a regular basis
  • Develops and monitors schedule changes to ensure all shifts are covered
  • Interview and recommend hiring of call center staff through partnering with P&T
  • Oversee call center facility and report any issues/concerns to direct manager immediately
  • Interfaces with the designated Lottery/IGT liaisons

 

Qualifications

  • Associates degree or equivalent training plus two to three years of related experience.
  • 2-3 years of supervisory experience required.
  • Excellent verbal/written communication skills
  • Sound judgement and ability to make decisions
  • Strong interpersonal and organizational skills
  • Must be able to work in a 24x7 fast-paced environment
  • Ability to effectively manage people and provide team leadership
  • Proficient in Microsoft programs such as Excel, Word and PowerPoint

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership

 

 

IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged.  IGT is an equal opportunity employer. We provide equal opportunities without regard to sex, race, color, religion, age, national origin or ancestry, disability, veteran status, sexual orientation, genetic information, gender identity or expression, and any other personal attributes protected by federal, state, or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.
In addition to our competitive benefits package, we offer employees a 401(k) Savings Plan with Company contributions, tuition reimbursement, and free identity theft insurance.

 


Nearest Major Market: Jacksonville