Penn National Gaming, Inc.

Customer Service Manager (Barstool Sportsbook & Casino)

Location US-PA-Philadelphia
Job ID
2021-80015
Casino Property
Penn Interactive Ventures - Philadelphia
Position Type
Regular Full-Time
Category
Other

Overview

Penn Interactive (PI) is an interactive gaming company headquartered in Philadelphia. PI is the digital arm of Penn National Gaming (NASDAQ: PENN), the largest regional casino operator in the U.S.). Our mission is to challenge the norms of the gaming industry by building an immersive interactive gaming experience that is responsible, innovative, and fun.  Through our partnership with Barstool Sports, we are hoping to continue to launch our online sportsbook and icasino across the US.  We are committed to helping our team members grow and succeed.  We believe that hiring talented individuals that love what they do will help us win!  

 

To help us continue our growth and realize our greatest successes, we are now looking for an experienced contact center leader to join our team as the Barstool Sportsbook & Casino Player Experience Manager/Customer Service Manager.

Your daily responsibilities include

  • Sustain and create department process models that yield maximum results in department Service Levels, answer rates, handle times, ASA’s and CSAT scores
  • Proactively determine the contact routing strategies that enhance agent productivity and ensure fast response times for our players week-over-week
  • Take ownership of unplanned shrink within the department by calculating daily shrink totals, and using the data to identify and address productivity pain points
  • Use data management products (Tableau, Excel, Google Sheets) to create and distribute agent, team, and overall department performance reports
  • Determine PX Team Leader coaching routines that include all relevant coaching tools and resources and foster productive coaching interactions with PX Specialists
  • Use coaching feedback from PX Team Leaders to determine when performance or behavioral correction is necessary
  • Conduct monthly 1-on-1 meetings with PX Team Leaders to discuss developmental topics and review performance
  • Approve and contribute to the weekly PX department team meeting agenda and assist the PX Team Leaders with execution of the meetings
  • Assist PX Team Leaders with building accurate and constructive employee 1-on-1 meetings, mid-year, and end-of-year reviews
  • Collaborate with Human Resources Manager to effectively handle employee relations concerns in a timely manner and ensure sensitive information is handled responsibly and without risk
  • Collaborate regularly with location Human Resources Manager and Training Manager to review staffing needs, open requisitions and interview plans and other hiring-related topics
  • Collaborate with other operational leaders to refine and create the cross-departmental procedures that harmonize employee interactions and get the job done
  • Provide support for PX Team Leaders when handling escalated player contacts by offering resolution suggestions that will satisfy our players and prevent complaints.
  • Consistently update player-facing communication touchpoints such as email and chat macros, triggers, first-response messaging, empathy and reassurance statements, and responses to trending tech issues
  • Limit employee turnover within the department by keeping conscious of employee morale, enabling a safe and inclusive work environment, and implementing and participating in morale building activities and contests
  • Collaborate bi-weekly with department Training Manager to communicate subject-matter training needs and use open availability to coordinate and new training sessions
  • Partner with Training Manager as needed to communicate operational changes and ensure that department Knowledge Base and training curriculums remain current.
  • Conduct quarterly skip-level meetings with PX Specialists to elicit feedback from front line workers and clarify the higher-level direction
  • Partner with the leaders from Barstool Sports customer support to build resolution processes for overlapping players

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

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Bachelor’s degree in a business field required. Contact center leadership experience > 7 years will be considered in place of a college degree
  • A proven track record of leading large (100+ FTE), inbound contact centers
  • Experience in a leadership-of-leaders role, or being at least two levels above the frontline
  • A passion for professional development and the success of all people
  • An uncompromised sense of integrity and commitment to player satisfaction
  • High business acumen and the ability to evaluate the structural integrity of operational processes
  • A professional leadership style that is inspirational and motivational for large teams of employees
  • Understanding of contact center infrastructure, systems and general industry language is required
  • Experience managing and operating a Customer Relationship Management system is required (Zendesk experience is a valued bonus)
  • Well versed in general human resource policy, employment regulations and law
  • Extensive work experience creating and analyzing data and in-depth reporting (Tableau, Microsoft Excel, Google Sheets)
  • Experience in the sports betting and/or casino industries is considered a valued bonus.

Gaming License

  • Position may require licensing in applicable states that PI operates.  If so, you must qualify for licenses and permits required by federal, state and local regulations.

 

SUPERVISORY RESPONSIBILITIES

The Player Experience Manager directly manages the Player Experience Team Leaders and indirectly oversees the Player Experience Specialists. The Player Experience Manager is expected to carry out the general management responsibilities associated with directly (and in-directly) leading large groups of employees—which includes but is not limited to—communicating departmental information and updates, ensuring compliance to company policies and procedures, leading and facilitating meetings, managing payroll, managing productivity and performance, managing employee relations issues and making decisions daily that directly impact our business.

 

 

 

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 team members stay healthy and safe.  Some of our competitive benefits include:

 

  • Flexible paid time off options and holiday time
  • A multi-carrier marketplace that has a wide array of medical, dental, and vision insurance options
  • 401K saving & matching program
  • Collaborate and flexible working environments




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