Supervisor Call Center I

IGT (NYSE:IGT) is a global leader in gaming. We deliver entertaining and responsible gaming experiences for players across all channels and regulated segments, from Lotteries and Gaming Machines to Sports Betting and Digital. Leveraging a wealth of compelling content, substantial investment in innovation, player insights, operational expertise, and leading-edge technology, our solutions deliver unrivaled gaming experiences that engage players and drive growth. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world, and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has approximately 10,500 employees. For more information, please visit www.igt.com.

Summary

Join the WINNING TEAM at IGT Global! IGT is seeking a Call Center Supervisor in the area of Reno or Las Vegas.

The Supervisor is responsible for coordinating the daily activities of the call center operations team of 5-15 IGT team members who support our Sports Betting Contact Center. As supervisor, you will ensure overall efficiency, excellent customer service, data integrity, and employee performance.

This position is a flexibile-hybrid/remote position with 10-20% travel annually but candidates must be local to our IGT office in Reno or Las Vegas. You will be required to have a high-speed internet connection with a hard wired connection into your router. A safe and quiet place to work using company provided equipment is also required.

IGT employees receive the following employment benefits (all benefits mentioned are subject to policy and eligibility requirements):

• Medical benefits day one of being an IGT employee
• 3 weeks of paid vacation, 1 week of paid sick, and 2 floating holidays per year, prorated first year
• 401K with employer match and 100% vested day one
• Company paid parental leave, life insurance, short term disability, and long-term disability
• Gym membership and tuition reimbursement

Responsibilities

Responsible for coordinating the daily activities of the Call Center Operations personnel to ensure overall efficiency, excellent customer service, data integrity and system performance.

• Supervises, evaluates, and counsels the call center team with direct responsibility.
• Track call center staff attendance and metrics on an ongoing basis, counsel and correct as needed.
• Work on escalated cases that could not be handled by tier 1 support staff.
• Motivate call center staff and encourage positive communication and feedback.
• Ensure top-tier customer service to our Sportsbook customers.
• Provide support, identify training needs and development opportunities through monthly coaching sessions.
• Ensure all IGT policies and procedures are being followed and administer corrective action if applicable.
• Attend and lead scheduled meetings such as team meetings, all hands, etc.

Responsibilities Cont’d

• Develop and monitor schedule changes to ensure all shifts and times of peak contact volumes are covered.
• Interview and recommend hiring of call center staff to IGT Talent Acquisition and P&T Partner.
• Oversee call center operations and report any issues/concerns to direct manager immediately.
• Interfaces with the designated Customer/IGT liaisons.
• Provide technical and compliance guidance by helping team members diagnose problems or interpret procedures from our knowledgebase.
• Recognize and respond to urgent and abnormal situations.

Qualifications

Education:

• Associate degree or equivalent experience/training
• Leadership, Technical or I.T. related training or education is a plus

Experience Required:

• 2+ years of lead, supervisory, or people leader experience overall

Skills Required:

• Excellent verbal/written communication skill
• Sound judgement and ability to make decision
• Strong interpersonal and organizational skills
• Must be able to work in a 24×7 fast-paced environment
• Ability to effectively manage people and provide team leadership
• Proficient in Microsoft programs such as Excel, Word and PowerPoint
• Work well under pressure and take direction from leadership
• Able to motivate, manage and support a team
• Manage performance planning and evaluations

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership

#LI-MP2

IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged. IGT is an equal opportunity employer. We provide equal opportunities without regard to sex, race, color, religion, age, national origin or ancestry, disability, veteran status, sexual orientation, genetic information, gender identity or expression, and any other personal attributes protected by federal, state, or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.

At IGT, we consider a wide range of factors in determining compensation, including background, skills, experience, and work location. These factors can cause your compensation to vary. The estimated starting compensation range is $50,482 – $115,000. The actual pay offered may end up being higher or lower. The Company will comply with all local pay requirements and collective bargaining agreements, where applicable.

Base pay is only one part of our Total Rewards program. Sales roles may be eligible for commission payments, while other roles are eligible for discretionary bonuses . In addition, we offer employees a 401(k) Savings Plan with Company contributions, health, dental, and vision insurance, life, accident, and disability insurance, tuition reimbursement, paid time off, wellness programs, and identity theft insurance. Note: programs are subject to eligibility requirements.

All IGT employees have a role in information security. Annual training will be assigned and required as appropriate.

IGT (NYSE: IGT) is the global leader in gaming. For more information, please visit www.igt.com.

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