Customer Service Shift Supervisor - RMG
WFA Digital Insight
The demand for exceptional customer service leaders has grown significantly, with the remote job market valuing those who can balance hands-on expertise with team leadership. As the iGaming industry expands, companies like FlowPlay are seeking professionals who can deliver unparalleled service. With the industry expecting a surge in online gaming, standing out with strong problem-solving skills and a passion for customer satisfaction is key. Before applying, candidates should consider their experience in customer service management and their ability to drive continuous improvement in a fast-paced environment.
Job Description
About the Role
The Customer Service Shift Supervisor position at FlowPlay is a pivotal role that combines hands-on customer service expertise with team leadership. As a leader in the Real Money Gaming team, this role is crucial in ensuring that every customer interaction exceeds expectations. The successful candidate will be responsible for guiding frontline agents to success, analyzing data to identify trends, and implementing best practices to drive continuous improvement.As part of the customer service team, the Shift Supervisor will work closely with the Senior Manager, Customer Service, to implement and enforce customer service policies and procedures. This role requires a strong understanding of customer service best practices and the ability to coach others to deliver exceptional service. The ideal candidate will have experience in a customer service leadership role, preferably in a call center environment, and be proficient in customer service management systems and technologies.
FlowPlay is pushing the boundaries of iGaming by combining the best of real money and social Casino gaming experiences. As the company continues to grow and innovate, it is essential to have a strong customer service team that can deliver unparalleled service to valued players.
What You Will Do
- Handle 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 part of the standard coverage plan
- Collaborate with other departments to resolve complex customer issues and ensure a seamless customer experience
What We Are Looking For
- 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
Nice to Have
- Experience with Excel and other data analysis tools
- Knowledge of the iGaming industry and its regulations
- Certification in customer service or a related field
- Experience with training and onboarding new team members
Benefits and Perks
- Remote work arrangement, allowing for a better work-life balance
- Opportunity to work with a leading company in the iGaming industry
- Collaborative and dynamic team environment
- Professional development and growth opportunities
- Access to the latest customer service management systems and technologies
- Competitive compensation and benefits package
- Flexible scheduling and time-off policies
- Recognition and reward programs for outstanding performance
How to Stand Out
- When applying, be sure to highlight your experience in customer service leadership and your ability to drive continuous improvement.
- Familiarize yourself with the iGaming industry and its regulations to stand out as a knowledgeable candidate.
- Develop a portfolio that showcases your problem-solving skills and experience in conflict resolution.
- In an interview, be prepared to discuss your approach to coaching and mentoring team members.
- Research the company culture and values to ensure you are a good fit for the role and the organization.
- Consider learning about customer service management systems and technologies, such as ZenDesk, to increase your chances of success in the role.
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