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About the Role
The Customer Service Manager directs and oversees call center operations, focusing on strategic planning and maintaining policies and procedures to ensure a world-class customer experience.
Responsibilities
- Directs and supervises customer service supervisors and their teams.
- Maintains NYRA Bets Customer records and ensures AML compliance with laws and regulations.
- Performs managerial duties including organizing, planning, assigning work, determining staffing levels, ensuring policy adherence, maintaining attendance records, conducting performance reviews, addressing performance issues, training staff, communicating operational changes, developing policy improvements, and hiring employees.
- Handles escalated customer issues professionally and promptly.
- Coordinates and implements improvements to existing policies and procedures with senior leadership approval.
- Oversees weekly payroll for the customer service team.
- Maintains strong relationships with other departments and vendors.
- Enhances job performance through continuous learning via seminars, conferences, and publications.
- Stays updated and compliant with employment laws and regulations.
- Leads by example, embodying core values and driving a customer-centric culture.
- Performs other duties as assigned by senior management.
Requirements
- 10 Years of Customer Services and Hospitality Experience
- 3 Years Managerial Experience
- Strong customer service experience, preferably in a call center environment
- On call availability outside of scheduled work hours required to liaise with corresponding support departments to resolve emergencies including but not limited to: Communications outages, Tool outages/issues, Employee/Contact Center emergencies.
- Primarily office-based and sedentary, requiring prolonged periods of sitting, computer use, and frequent operation of telephones and customer service systems.
- Occasional standing, walking, bending, twisting, and lifting of materials up to 10 pounds may be required.
Skills
- Customer Service
- Call Center tools and programs
- Workforce Management – scheduling/staffing
- MS Office/Google workspace (Gsuite)
Location
- Office-based
Work Type
- Hybrid - 2 Days/Week (40% Remote)
- Full Time
Experience Level
- Managerial Experience
Education Level
- Associate Degree or High School Degree or GED and equivalent experience
About the Company
- The work environment is a professional call center setting that requires effective communication, multitasking, and availability to respond to operational, technology, and employee emergencies, including outside of normal business hours.