Escalations Operations Manager
Escalations Operations Manager
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Job Description
Welcome to the Empire! As the Manager of Escalation Operations you will lead and inspire dynamic teams of highly skilled support professionals dedicated to providing exceptional service to Caesars guests and internal teams. Your teams primary role is to deliver bestinclass account support services for customers across multiple online wagering platforms as well as support our brick & mortar sportsbook operations. You will lead a team of subject matter experts to ensure our customers have seamless digital gaming experiences. You will look for ways to reduce customer friction points and enhance the digital wagering experiences.
Key Responsibilities:
- Manage Daily Operations: Oversee the daily operations of the VIP Support team and the Promotional Support departments. This includes scheduling human resources functions and team development.
- Guest Escalations: Provide guidance on guest escalations and raise product/process issues as necessary.
- DataDriven Improvements: Collaborate with Customer Operations Leadership to review data and trends to enhance service levels.
- CrossDepartment Collaboration: Partner with internal departments including VIP Host teams Payments Promotions iCasino Compliance Retail Operations Trading Product Development IT Support Human Resources Talent Acquisition and more.
- Performance Coaching: Drive performance in the contact center by coaching employees to meet and exceed productivity and service metrics.
- Feedback and Reporting: Provide regular feedback to Customer Operation Leadership regarding the performance of the VIP Support Promotional Support and Admin Support staffs.
- Relationship Building: Proactively build strong working relationships with colleagues at all levels of the organization..
- Hiring and Training: Oversee the hiring onboarding and training of new employees.
- Compliance: Ensure department employees comply with all necessary training and gaming license requirements.
- Additional Duties: Perform other duties as needed.
Education and Experience:
- Bachelors Degree: Or comparable work experience.
- Management Experience: Minimum of one year of management experience.
- Regulated Gaming Industry Experience: Experience in gaming hospitality sports betting and/or iGaming preferred.
- Skills Required: Excellent interpersonal communication problemsolving leadership and analytical skills.
- Integrity and Compliance: Ability to uphold and demonstrate the highest level of integrity and compliance as required by a regulated business.
- Independence and Multitasking: Ability to work independently and manage multiple priorities.
- Gaming License: Must be able to obtain necessary gaming license(s).
Required Experience:
Manager
Employment Type
Full Time
