Call Center Lead

OVERALL OBJECTIVE AND PURPOSE

Answers GTECH customer service inquiries and requests while maintaining prompt service to agents.

PRINCIPLE DUTIES AND RESPONSIBILITIES

?? Immediate resource for the escalation of client and retailer issues requiring a higher level support.
?? Anticipates upcoming problems and takes actions to prevent or solve them ahead of time.
?? Research and follow-up on repairs and restoration of service with customers.
?? Prioritize calls/ Queue management / Podium management.
?? Prepare reports and documentation.
?? Dissemination of new information to floor.
?? Assist supervisors in the tracking of utilization and productivity.
?? Coordinate, follow-up and enhance excellent customer relations.
?? Escalates serious issues to Supervisor.
?? Interfaces with customers directly.
?? Participate on conference calls held between the NRC and our customers.
?? Coach new associates / take calls as necessary.

SCOPE

?? Complexity: Functions Responsible for or Influenced
Low to Moderate - Basic operation and general understanding of terminal functionality. Assists Call Center Associate I with semi-complicated retailer issues and assists the supervisor with the management of its staff.

?? Diversity: Locations Responsible for or Influenced
Low to moderate - Ability to handle client problems for several accounts.

?? Typical Job Problems and Difficulties
Dealing with and understanding retailer problems. Providing appropriate and immediate resolution to clients while coaching employees on good customer service skills.

?? Financial Accountability


MANAGEMENT

?? Job Reports to (direct)
CALL CENTER SUPERVISOR

?? Job Reports to (indirect)


?? Direct Reports to Job


?? Authority for Staff Managed

Low - Call Center Supervisor has direct authority over management of staff.
?? Indirect Reports (influenced)
Call Center Associate I

?? Level of Complexity for managing/organizing staff
Low - Call Center Supervisor has direct authority over management of staff.

GENERAL

?? Extent decisions governed by procedures or referred up
Decisions are governed by policy & procedures or referred to Call Center Supervisor.

?? Standard requirements for research and analysis
Moderate research/Low level of analysis - problems are primarily routine in nature.

?? Opportunity and consequence of typical errors (supervision)
Moderate to high opportunity if procedures are not followed / Consequence of error can lead to unsatisfied customers, high call time, and penalties if appropriate action isn't taken accordingly.

?? Frequency and complexity of internal business contacts
Low to moderate contact / low to moderate complexity - deal with internal contact occasionally.

?? Frequency and complexity of external business contacts
Frequent contact with retailers /low to moderate complexity dealing with retailers.

?? Physical (% time: travel, operating machinery, environmental etc.)
Minimal physical requirements / majority of time spent on the premises environmentally controlled by a call center.



GTECH is a leading gaming technology and services company. With more than $1.25 billion in annual revenues and 5,300 people in over 50 countries, GTECH provides integrated technology, creative content, and business services to effectively manage and grow today?s evolving gaming markets. In targeted emerging economies, GTECH also leverages its operational presence and infrastructure to supply commercial transaction processing services. For more information about the Company, please visit GTECH?s website at http://www.gtech.com

Requirements:

EDUCATION

?? Minimum education
High school diploma or equivalent. 2 years customer service experience within a call center or comparable industry. Demonstrated knowledge of several accounts. Solid oral and written communication skills. Ability to troubleshoot minor technical problems.

Our progressive benefits package includes: domestic partner medical and dental benefits, vision, life insurance, tuition reimbursement, employee assistance program, 401(k) plan, and an award-winning day care center at our Corporate headquarters.

GTECH is an equal opportunity employer. M/F/D/V

Applicants seeking positions based in the United States must provide appropriate documentation establishing that they are authorized to work in the United States. Positions that are based outside of the United States may have different immigration requirements; applicants interested in these positions should consult with GTECH's Human Resources Department about the process for obtaining the necessary immigration credentials.



To apply online, please use the following link:
Apply to GTECH