Hard Rock

Manager - Customer Service

Hard Rock • $75K — $95K *
Toronto, ON M3C 0E3Hybrid
Business Services
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5+ years of experience managing large teams in the iGaming industry
  • Strong leadership skills with a focus on performance and quality
  • Proven track record in customer service, particularly in Sportsbook environments
  • Analytical skills for interpreting metrics and driving operational strategies
  • Ability to foster teamwork and develop personnel effectively
  • Bachelor's degree from an accredited institution

Responsibilities

  • Lead a small team of call center supervisors to manage production metrics
  • Coach and develop team on customer service best practices
  • Continuously assess and improve call center productivity and performance
  • Cultivate a culture of accountability and personal excellence
  • Strategize to enhance customer satisfaction across all service interactions
  • Motivate and develop team members to maximize their potential
  • Monitor performance outcomes and provide feedback for continuous improvement

Benefits

  • Competitive pay and benefits package
  • Remote working opportunities
  • Participation in a startup culture with a global brand
  • Chance to influence strategic decisions for a leading casino brand
Full Job Description
Whats the position?

The successful candidate will report to the Director of Customer Experience. You will build a team from the ground up hiring and scaling both Supervisors and Rep level positions. You will drive operational excellence consistently coaching and providing actionable feedback to promote career development while maintaining service KPIs and customer satisfaction.

What will you do?

Your day-to-day responsibilities will include:
  • Lead a team of 2-4 call center supervisors responsible for overall production including calls, chats and emails.
  • Responsible for coaching and developing reports on customer service processes and best practices.
  • Manage metrics, performance criteria, policies, and procedures to improve call center productivity continuously.
  • Drive a culture of accountability, continuous improvement, and personal excellence.
  • Develop and maintain strategy on ensuring customer satisfaction on all service interactions.
  • Provide team motivation and development to maximize opportunities.
  • Responsible for the overall performance and productivity of direct reports
  • Proven ability to meet performance, efficiency, and quality assurance targets.
  • Monitoring of individual and team results to identify and act on both positive and negative performance.
  • Provide regular feedback to supervisors regarding performance wins and areas of opportunity.
  • Work with other departments in the organization, such as quality assurance, training, IT, and recruiting.
  • Audit quality assurance strategies to ensure the delivery of world-class service.
  • Determining work procedures, preparing work schedules, and expediting workflow
  • Responsible for hiring, coaching, and career management of call center employees.


What are we looking for?
Required and preferred candidate skills and experience:
  • Strong experience with the iGaming industry
  • Be a performance and quality-driven Manager with Sportsbook experience, demonstrating strong leadership, people management and development skills.
  • Thrive on working in a fast-paced environment, uncovering and eliminating bottlenecks and ensuring that effective processes are in place to provide consistent service quality to our customers.
  • Need to be comfortable being the central point of contact for issue management, raising to the appropriate functions, communicating effectively to Supervisors allowing them to provide guidance to their teams on actions to take.
  • Promote a team ethos by conducting regularly scheduled team and one-on-one meetings with your supervisors to address issues and acknowledge success, provide updates regarding performance, and give direction regarding the company and department policies and procedures.
  • Demonstrated customer-oriented work ethic and ability to foster a sense of teamwork across all members of the team and department.
  • Passion for performance management and execution against operational targets.
  • Proven analytical skills and an understanding of metrics and key performance measurements used to steer the business.
  • Experience applying tactical and operational thinking, implementing action plans, providing clear direction, and following up on goals.
  • Using data and insights in customer interactions to come up with actions and solutions to enhance customer experience.
  • Experience in managing, leading, and developing people, preferably in customer-centric service.
  • Ability to work a flexible schedule, including day, evening, weekends, and/or holidays
  • Bachelors Degree from a 4-year college or university
  • Minimum 5 years of experience in managing and leading large teams or groups is required.


Whats in it for you?
We offer our employees more than competitive compensation. Benefits include:
  • Competitive pay and benefits
  • Remote working
  • A startup culture backed by a secure, global brand
  • Opportunities to influence decision-making for a best-in-class casino brand

About Hard Rock

Hard Rock is a chain of theme restaurants founded in 1971 by Isaac Tigrett and Peter Morton in London. In 1979, the cafe began covering its walls with rock and roll memorabilia, a tradition which expanded to others in the chain. In 2007, Hard Rock Cafe International (USA), Inc. was sold to the Seminole Tribe of Florida and was headquartered in Orlando, Florida until April 2018 when the corporate offices were relocated to Davie, Florida. As of July 2018, Hard Rock International has venues in 74 countries, including 185 cafes, 25 hotels, and 12 casinos.
Learn more about Hard Rock
Size
23,000 employees
Industry
Hospitality & Recreation
Founded
1971
* Ladders Estimates

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