Product Support Supervisor

Scientific Games:

Scientific Games is the global leader in lottery games, sports betting and technology, and the partner of choice for government lotteries. From cutting-edge backend systems to exciting entertainment experiences and trailblazing retail and digital solutions, we elevate play every day. We push game designs to the next level and are pioneers in data analytics and iLottery. Built on a foundation of trusted partnerships, Scientific Games combines relentless innovation, legendary performance, and unwavering security to responsibly propel the global lottery industry ever forward.

Position Summary

The GSC Supervisor is a proactive, self-directed leader responsible for the day-to-day activities of the Support Center and for maintaining KPI goals through others in accordance with business needs. This role requires strong technical aptitude, comprehensive Support Center knowledge, and excellent written and verbal communication skills.

Job Duties / Key Accountabilities

·Oversee the resolution of customer problems through effective technical troubleshooting methods and timely escalation.

·Manage people through coaching, developing, motivating and progressive discipline techniques.

·Regular mentoring of staff through ongoing performance reviews based on scorecard metrics.

·Ensures adequate staffing to maintain Service Levels based on forecasted call volumes.

·Active participation in the SYSCON process as the call center representative.

·Monitor and adjust staffing resources to maintain established KPI’s.

·Review and approve timesheets, overtime, time-off, and shift-swap requests (secondary).

·Interview and recommend employees for hire, advancement and termination.

·Serve as a liaison between the lottery, field service management, and Support Center management; clearly communicating procedural changes submitted by the field or lottery.

·Support Training team to update existing content and develop new topics in support of the center.

Actively participate in Quality Assurance monitoring and calibration sessions with staff.

·Independently pull and review reports, identify trends or issues, and recommend actions that support department goals.

·Other duties as assigned by management.

Job Level Description

As a working lead, assigns and tracks daily work of a work group / team; mentors.

Qualifications

Qualifications

• Ability to pass the following background checks: Criminal, Consumer Credit, FBI Identity History, and OH State BG
• On-call availability – 24x7x365
• Bachelor’s degree or equivalent work experience
• Excellent working knowledge of Excel, Outlook, and NICE, with strong technical aptitude and the ability to quickly learn new systems and tools
• Excellent written and verbal communication skills, including the ability to explain technical information clearly to employees, customers, and business partners
• Ability to multitask
• Attention to detail
• Demonstrated self-starter with the ability to independently prioritize work, identify issues, and follow through to resolution
• Strong working knowledge of Support Center operations, workflows, service levels, escalation processes, and performance metrics
• Ability to type 40 wpm, minimum
• Ability to mentor staff
• Ability to work in an office environment
• High Speed Internet with Ethernet Available
• Quiet place to work, free of noise and distractions.
• Safe, well-lit working space for SG Equipment

Years of Related Experience

Years of experience 2 to 5 years

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.

Work Conditions

Scientific Games, LLC and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses.   As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts.   In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles.  As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above. 
 

SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster.