Sr Manager_Call Center

INTRALOT is engaged in the supply of integrated gaming and transaction processing systems, innovative game content and value-added services to state licensed gaming organizations. Based on its extensive know-how, advanced product development standards and substantial experience in operating lottery games, INTRALOT offers custom-made integrated solutions, which ensure maximum efficiency and absolute security.

Intralot offers a competitive benefits package that includes:

• Medical, Dental & Vision Insurance
• 6% 401k Match
• Paid Holidays & Vacation
• Paid Sick, Short/Long Term Disability
• Employee Assistance Program
• Maternity/Paternity Leave
• Discount Programs

Position Overview: This position is responsible for day-to-day management of call center service levels, quality, and productivity. The primary responsibilities include creating a team environment conducive to achieving outstanding results, coaching and developing supervisors and call center associates, managing execution of service improvement plans, serving as a point of contact for internal and external customers, managing vendor relationships, and taking an active roll in call center, budgeting, planning and strategy.

Education, Training and Experience:

• Bachelor's degree in communications, business, marketing, public relations or similar; or equivalent combination of training and experience.
• Six (6) years related experience as call center supervisor in a technical environment, using a trouble reporting system, assisting callers in software and hardware applications.
• Practical experience managing CRM, IVR, ACD, PBX infrastructure/configurations and call center analytics.
• Proficiency with VOIP technology, including computers, software applications, phone systems, etc.
• Proficiency in reviewing loss call ratio, speed to answer ,drop calls and other metrics.

Knowledge, Skills and Abilities:

• Knowledge of Intralot organizational structure, functions, policies, procedures, communication channels, and objectives
• Self-management skills to effectively manage daily, weekly and monthly schedule with minimal direct supervision.
• Computer, other peripherals, and software skills associated with the position's requirements.
• Ability to multitask and remain calm under pressure, especially during intense situations
• Management skills sufficient to properly supervise Call Center Associates as necessary, including planning, organizing, staffing, budgeting and controlling; personnel management practices, principles and techniques of a help desk supervisor in a technical environment, using trouble reporting system and assisting callers in software and hardware applications.
• Ability to implement Intralot short- and long-range goals and objectives as they apply to the position
• Ability to understand and support management goals, policies and procedures
• Ability to interpret and apply rules, policies, standards and legal decisions to Intralot operations as they apply to this position.
• Ability to represent Intralot and the Lottery within and outside the organization to gain support for the goals and objectives of both Intralot and the Lottery.
• Ability to effectively communicate and coordinate with management, staff and Lottery personnel; motivate, coordinate and direct the work of professional staff; assess the effectiveness and correctness of programs; interact with and gain the cooperation of managers, other employees, the Lottery and the retailers to maintain effective working relationships.
• Ability to achieve objectives and adhere to standards.
• Ability to plan and prioritize work.

Duties and Responsibilities:

• Develop and execute plans for improving quality and productivity in support of company goals and objectives
• Creates employee development plans for supervisors and call center associates
• Creates a positive work environment conducive to high-performing teams
• Creates, implements, and manages performance management processes for supervisors and call center associates
• Create presentations for potential customers, internal customers, and call center staff.
• Conducts focus groups with call center staff and develops improvement plans based on feedback.
• Manages forecast variance real-time on the call center floor to ensure that service levels are optimized
• Monitors Call Center performance trends, and identifies and implements service improvement plans.
• Responsible for collaboration and management of CC Operations budget. Monitors actual performance against forecast and takes action to reduce variance. Responsible for managing execution of cost reduction activities.
• Acts as liaison between internal and external customers. Develops and maintains excellent customer relations.
• Manages performance of call center subcontractors where applicable
• Works with the call center management team in developing long-term operating plans and strategy
• Develops and executes plans for recruiting call center associates
• Works closely with human resources to implement best practices and ensure compliance with Title VII of the Equal Employment opportunity Act, the Family Medical Leave Act, and other employment laws and regulations.

Employment Eligibility Verification

Must possess valid documentation to establish identity and U.S. employment eligibility.

Security Requirements

Submission to, and ability to pass, a thorough pre-employment background check by the required State Lottery and Intralot Inc. is a requirement of employment. A pre-employment drug screening is also a requirement.

Intralot, Inc. is an Equal Opportunity Employer