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Customer Service Shift Supervisor
FlowPlayCustomer Service Shift Supervisor at FlowPlay ensuring exceptional customer support while leading and training customer service agents. Responsible for handling escalated inquiries and driving performance improvement.
About the role
Key responsibilities & impact- Provide exceptional customer service by handling escalated issues and complex customer inquiries that require advanced problem-solving skills
- Serve as the primary point of contact for customer service agents during assigned shifts, offering guidance, support, and real-time coaching
- Assist the Customer Experience Manager in implementing and enforcing customer service policies, procedures, and best practices
- Monitor and manage team performance during shifts, ensuring that all agents meet or exceed agreed-upon KPIs and deliver high-quality customer service
- Identify areas for improvement in customer service processes and work with the Manager to implement necessary changes
- Conduct regular team huddles and one-on-one meetings with agents to provide feedback, discuss performance, and foster a positive team environment
- Assist in the training and onboarding of new customer service agents, ensuring they have the knowledge and skills to succeed in their roles
- Maintain accurate records of customer interactions, escalations, and resolutions, and provide regular reports to the Manager
- Handle customer calls and inquiries as a part of our standard coverage plan
- Collaborate with other departments to resolve complex customer issues and ensure a seamless customer experience
- Stay informed about industry trends, regulations, and best practices in customer service, particularly in the Real Money Gaming space
Requirements
What you’ll need- Proven experience in a customer service leadership role, preferably in a call center environment
- Strong understanding of customer service best practices and the ability to coach others to deliver exceptional service
- Excellent communication and interpersonal skills, with the ability to build strong relationships with team members and customers
- Proficient in customer service management systems and technologies, such as ZenDesk
- Ability to analyze data and metrics to identify trends and areas for improvement
- Strong problem-solving and decision-making skills, with the ability to remain calm and professional under pressure
- Familiarity with online gaming platforms, particularly in the Real Money Gaming industry
- Commitment to fostering a positive and collaborative team environment
- Flexibility to work various shifts, including nights, weekends, and holidays
Benefits
Comp & perks- Fully-paid medical (PPO or HSA), dental, and vision plans
- A 401k plan with company matching
- Long-term disability
- Life insurance
- FSA plan for Medical and Dependent Care
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer Service Best PracticesPerformance ManagementProcess ImprovementData AnalysisEscalation Handling
Soft Skills
Excellent CommunicationInterpersonal SkillsTeam CollaborationCalm Under PressurePositive Team Environment