Location: Trenton,NJ, USA
Profile insightsFind out how your skills align with the job description.SkillsDo you have experience in Communication skills ?EducationDo you have a Bachelor's degree ?Job detailsHere's how the job details align with your profile.PayJob typeFull-timeShift and scheduleNight shiftLocationNew JerseyBenefitsCommuter assistanceHealth insuranceLife insurancePaid holidaysPaid time offVision insuranceFull job descriptionAbout UsWe are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizations—MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Sportsbook, Borgata online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly, take responsibility when we get it wrong, and ante-up again.We were recognized as one of Glassdoor's “Best Places to Work.”Customer Care Team LeadNew JerseyAbout the RoleAs Team Leader, you will lead and develop the Customer Care Associates by ensuring a high level of team performance (quality and quantity) that will result in optimal customer satisfaction.Key ResponsibilitiesContinuous coaching that will result in gradual development and improvement of CC Associates, both in 1 on 1 setting and in group setting.Complete and review QA reports.Hold 1 on 1 QA meetings with Associates, including quality and performance monitoring.Manage payroll, time off requests, and other attendance-related instances by working with WFM and HR.Work cross-functionally and professionally with other departments in the company.Be the “go to” person for direct reports.Meet department standards and KPIs on a team level.Complete and update weekly and monthly scorecard reporting.Implement motivation and incentive techniques.Assist Associates in real-time through various channels.Be up to date on department SOPs or willing to spark change where necessary.Ready to assist with contacts (Chats, calls, and/or emails) as volume needs demand.Essential FunctionsMust be able to stand or sit and operate computers and other technological devices for extended periods of time.QualificationsA Bachelor's degree or equivalent work experience.Willingness to coach & lead Agents.Ability to motivate teammates.Excellent problem-solving skills & initiatives.Reliability and accuracy.Good organizational and communication skills.Analytical thinking capability.Ability to work under pressure & meet deadlines.Ability to work a flexible work schedule including nights and weekends.High quality and service awareness.Proactive and willing to take ownership.Capacity & great understanding of teamwork.CompensationThe annual pay range for this position is $68,800 - $90,300. Factors which may affect starting pay may include geography/market, skills, education, experience and other qualifications of the successful candidate. This position is also eligible for participation in a performance-based bonus plan.Gaming Compliance & Licensing RequirementsAs an online gaming company, BetMGM is required to comply with state gaming regulations which includes licensing obligations. Applicable employees must be licensed by at least one jurisdictional agency, although certain positions require licensing by multiple agencies. Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment. Please note that the licensing process includes comprehensive background checks which may include a review of criminal records, financial history, and personal background verification.In addition, candidates must comply with and support the company's responsible gambling policies, procedures and initiatives.About Our CultureBuilding BetMGM from the ground up takes effort, energy, and teamwork, but that's what will make leading this industry all the more satisfying. We stay focused on our main goal with the help of these four company pillars:Believe in Your Game – Take your shot! There's a freedom to explore ideas usually only start-ups are lucky enough to experience.Backed by the Best - With our expertise—merged with that of our world-class investors—we have the opportunity to take this business, and ourselves, farther than anyone has ever imagined.Do What's Right - We operate with clarity and simplicity, always doing the right thing by our customers and each other, standing shoulder to shoulder every day.Hustle Hard - Our combined commitment and ambition is what drives us to create some of the most innovative products in the industry.What We OfferAs a valued employee, we're committed to giving you the resources and support you need. We offer Medical, Dental, Vision, Life Insurance, Commuter Benefits, Paid Time Off, Holidays, Employee Resource Groups and more! Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. The position is also eligible for an annual bonus.BetMGM LLC is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified individuals, regardless of race, religion, gender, gender identity, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status.If your experience looks a little different from what we've identified and you think you've got what it takes, we'd love to learn more about you.If you need assistance or accommodation with your application due to a disability, you may contact us at ...@betmgm.com.This job description is not an exclusive or exhaustive list of duties a person in this position may be asked to perform from time to time.#J-18808-Ljbffr