Summary

Pavilion Payments enables the world’s gaming entertainment leaders to create amazing consumer experiences and maximize spend across all of their physical and digital properties. Our complete suite of payment solutions enables safe, secure and trusted cash access at the cage, on the casino floor, or online. Our compliance and security solutions offer additional layers of automation and risk protection. And our analytics solutions enable clients to view performance across all of their gaming properties.

Job Description:

Pavilion Payments is seeking a skilled and motivated Customer Service Manager to oversee daily operations and personnel, with a focus on achieving maximum efficiency and meeting merchant and patron service level agreements (SLAs). In addition to the existing responsibilities listed, this role will also encompass employee engagement and happiness to create a positive work environment.

As the Customer Service Manager, you should possess strong leadership and organizational skills, reliability, and a results-driven mindset. Your practical problem-solving abilities and commitment to ongoing initiatives will contribute to making improvements within the team.

Key Responsibilities:

• Develop objectives and strategies for the call center's day-to-day activities, with a focus on employee engagement.
• Foster a positive work environment and promote employee engagement and happiness through various initiatives and strategies.
• Schedule staff based on needs and call volume to ensure optimal coverage.
• Conduct effective resource planning to optimize the productivity of resources, including people and technology.
• Collect and analyze call center statistics, such as customer service metrics, to identify areas for improvement.
• Monitor and enhance telephone handling procedures and other metrics to ensure exceptional customer experiences.
• Evaluate performance using key metrics, such as accuracy and call-waiting time, and implement improvement plans as needed.
• Prepare reports for different departments or upper management, providing insights into customer service operations and performance.

Requirements:

• Minimum 3 years proven experience as Manager or similar position in a call center.
• Minimum 5 years' experience in customer service
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
• Proficient in G-Suites, MS Office, and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient
• High school diploma or equivalent; higher degree in a relevant discipline would be beneficial.
• Certified Manager (e.g., CCCM) or equivalent qualification is a plus.

Pavilion Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department