Penn National Gaming, Inc.

Call Center Training Manager (Player Experience)

Location US-PA-Philadelphia
Job ID
2020-74186
Casino Property
Penn Interactive Ventures - Philadelphia

Overview

Penn Interactive Ventures (PIV) is a real-money interactive gaming company headquartered in Philadelphia. As the digital arm to Penn National Gaming (NASDAQ: PENN), the largest regional casino operator in the U.S., we are poised for fast-paced growth in the sports betting and online casino space and are looking for a Player Experience Training Manager to join our expanding Sportsbook team! As a Training Manager, we will depend on you to develop expertise in our product, confidently communicate to management, and inspire your respective employees.

Your daily responsibilities include

  • Owns all New Hire Training and Onboarding
  • Creates, manages and maintains Training Documentation
  • Administers New Hire Training Classes as needed
  • Owns all Continued and Lifelong Learning Programs
  • Works with the Head of PX and the PX Operations Manager to build and deliver PIPs as needed
  • Fosters Leadership Growth and Development at the PX Team Lead Level
  • Creates Feedback Mechanisms to measure the effectiveness of all programs listed above
  • Applies Data & Analytics to focus Training & Development efforts
  • Builds a World Class Team of Training Professionals to future-proof the Department in preparation for astronomic scale
  • Performs other duties, as assigned

To be successful in this position it will require the following skill set

  • High School Diploma required. College Degree or progress toward a college degree preferred
  • 5+ Years in a Contact Center Training Role Required
  • Highly developed sense of integrity and commitment to player satisfaction
  • Demonstrated passion for excellence with respect to treating and caring for players
  • Ability to type quickly and write with good grammar and punctuation
  • Strong attention to detail is a must! Must be an analytical thinker
  • Ability to maintain a friendly disposition under pressure. Some players may be frustrated when they contact us
  • Great problem-solving abilities
  • Ability to interpret incomplete or cryptical messages that might be written by English as a second language customers
  • QA experience preferred but not required
  • Oversee PX Supervisors, PX Leads and PX Specialists (PXS)
  • Employee must be able to qualify for licenses and permits required by federal, state and local regulations.

Something to leave you with

Penn Interactive is committed to helping our team members live their best, healthy life. We offer unique and competitive benefits that help our employees, through a private exchange which allows our team members the ability to choose from several coverage levels and insurance carriers (both local and national carriers). Along with medical, prescription, dental, and vision coverage, there are also voluntary plans available to employees. PIV also offers our employees office perks such as free catered lunches, snacks, and beverages in the office.

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