Location: Atlantic City,NJ, USA
About UsCandidates should take the time to read all the elements of this job advert carefully Please make your application promptly.We 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 understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our goals as a company. 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 play to win, and we are all-in together.We were recognized as one of Glassdoor's Best Places to Work .
Customer Care Team Lead
New Jersey
About 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 Responsibilities
Continuous 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 request 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 as well
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 Functions
Must be able to stand or sit and operate computers and other technological devices for extended periods of time
Qualifications:
A 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
Compensation
The 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.
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. As an organization, we are unwavering in our commitment to maintaining a discrimination-free work environment, and fostering a culture of inclusivity, belonging and equal opportunity for all employees and applicants.We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our company goals.So, we are committed to an inclusive culture for all and empowering our employees to thrive in meaningful careers. At BetMGM, we play to win, and we are all in together.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.
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