Product Support Supervisor

Scientific Games: Scientific Games is the global leader in lottery games, sports betting and technology, and the partner of choice for government lotteries. From cutting-edge backend systems to exciting entertainment experiences and trailblazing retail and digital solutions, we elevate play every day. We push game designs to the next level and are pioneers in data analytics and iLottery. Built on a foundation of trusted partnerships, Scientific Games combines relentless innovation, legendary performance, and unwavering security to responsibly propel the global lottery industry ever forward. Position Summary 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. Actively participate in Quality Assurance monitoring and calibration sessions with staff. · Independently pull and review reports, identify trends or issues, and recommend actions that support department goals. · Other duties as assigned by management. Job Level Description As a working lead, assigns and tracks daily work of a work group / team; mentors. Qualifications 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 Attention to detail Demonstrated self-starter with the…