Customer Support Optimization Manager
Customer Support Optimization Manager
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Job Description
About Caesars Digital
At Caesars Digital were redefining the future of gaming and entertainment through cutting-edge technology personalized customer experiences and a relentless focus on innovation. As we expand our digital footprint were looking for a manager to help us deliver seamless data-driven customer interactions across voice and digital channels.
The Role
Were seeking a highly organized and detail-orientedCustomer Support Optimization Managerto join our Customer Operations team. As a Customer Operations Optimizations Manager you will play a critical role in ensuring our customer-facing applications are optimized for continued growth in our digital businesses. Your work will directly impact customer retention metrics within the digital business.
Key Responsibilities Platform Configuration & Optimization- Design and manage intelligent case routing strategies IVR flows and agent skill configurations to support a premium customer experience.
- Customize agent journeys and automated SMS workflows to align with Caesars brand voice and service standards.
- Assign agents to queues based on skill sets and campaign needs ensuring optimal coverage and performance.
- Monitor real-time queue metrics and agent availability to maintain service level agreements (SLAs).
- Generate actionable reports and dashboards to evaluate campaign effectiveness agent productivity and customer sentiment.
- Partner with analytics teams to surface insights that drive continuous improvement in customer engagement.
- Provide onboarding and ongoing training to agents and supervisors on Sprinklr features and best practices.
- Act as a subject matter expert and first line of support for Sprinklr-related inquiries.
- Ensure platform configurations adhere to Caesars data privacy security and responsible gaming policies.
- Manage suppression lists and implement safeguards to block abusive or inappropriate interactions.
- Oversee audience segmentation and data file management for outbound voice campaigns.
- Collaborate with marketing and CRM teams to align outreach strategies with loyalty and promotional initiatives.
- Set up and maintain dial plans voice applications and advanced routing logic to support evolving business needs.
- Manage user roles permissions and access controls in accordance with internal policies.
- Triage and implement platform change requests ensuring minimal disruption to operations and alignment with business goals.
Qualifications- 3 years of experience administering Sprinklr or similar contact center platforms.
- Strong understanding of call center operations digital engagement and customer experience best practices.
- Excellent analytical and problem-solving skills with a data-driven mindset.
- Effective communicator with the ability to translate technical concepts for non-technical stakeholders.
- Highly organized detail-oriented and able to manage multiple priorities in a fast-paced environment.
- Familiarity with gaming hospitality or loyalty-driven industries is a plus.
Required Experience:
Manager
Employment Type
Full-Time
