Product Support Supervisor

The GSC Supervisor is a proactive, self-directed leader responsible for the day-to-day activities of the Support Center and for maintaining KPI goals through others in accordance with business needs. This role requires strong technical aptitude, comprehensive Support Center knowledge, and excellent written and verbal communication skills.

Job Duties / Key Accountabilities

• Oversee the resolution of customer problems through effective technical troubleshooting methods and timely escalation.
• Manage people through coaching, developing, motivating and progressive discipline techniques.
• Regular mentoring of staff through ongoing performance reviews based on scorecard metrics.
• Ensures adequate staffing to maintain Service Levels based on forecasted call volumes.
• Active participation in the SYSCON process as the call center representative.
• Monitor and adjust staffing resources to maintain established KPI’s.
• Review and approve timesheets, overtime, time-off, and shift-swap requests (secondary).
• Interview and recommend employees for hire, advancement and termination.
• Serve as a liaison between the lottery, field service management, and Support Center management; clearly communicating procedural changes submitted by the field or lottery.
• Support Training team to update existing content and develop new topics in support of the center.
• Independently pull and review reports, identify trends or issues, and recommend actions that support department goals.
• Other duties as assigned by management.

Actively participate in Quality Assurance monitoring and calibration sessions with staff.

Job Level Description

As a working lead, assigns and tracks daily work of a work group / team; mentors.

Qualifications

• Ability to pass the following background checks:
  Criminal, Consumer Credit, FBI Identity History, and OH State BG
• On-call availability – 24x7x365
• Bachelor’s degree or equivalent work experience
• Excellent working knowledge of Excel, Outlook, and NICE, with strong technical aptitude and the ability to quickly learn new systems and tools
• Excellent written and verbal communication skills, including the ability to explain technical information clearly to employees, customers, and business partners
• Ability to multitask
• Demonstrated self-starter with the ability to independently prioritize work, identify issues, and follow through to resolution
• Strong working knowledge of Support Center operations, workflows, service levels, escalation processes, and performance metrics
• Ability to type 40 wpm, minimum
• Ability to mentor staff
• Ability to work in an office environment
• High Speed Internet with Ethernet Available
• Quiet place to work, free of noise and distractions.
• Safe, well-lit working space for SG Equipment

Years of Related Experience

Years of experience 2 to 5 years

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.

Work Conditions

Scientific Games, LLC and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses. As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts. In order to ensure SG complies with its regulatory…