About the Company

Kindred Group knows what it takes to be a major player in the sports and entertainment industry. As one of the world's largest providers of sports betting and online gaming,

Kindred is expanding in the US market via the Unibet brand. Our Company's diverse workforce of over 1,500 includes over 50 different nationalities based all over the world. When you join our team, there is a guaranteed sense of belonging, inclusiveness and team spirit. This is an exciting and unique opportunity to join an established company growing in the US, and in the early days of online sports betting across the nation.

About the Role

Kindred Group is seeking a Customer Service Representative Supervisor to join our operations in New Jersey. The right candidate for this position will have experience in Customer Service environment. It is imperative that this person has a take-charge and can-do attitude, has strong social and people skills with the ability to build trust. We are looking for someone passionate about exceptional customer service and ability to operate in a fast-paced call center environment.

The Customer Service Representative Supervisor helps agents to provide first-class customer support and advice within a contact center environment. You will also assist the customer support operations manager in the smooth running of the department as well as manage ad-hoc projects when required.

What you will do

• Assure consistently high-quality customer support to satisfy strict deadlines and KPI's
• Assess the competencies of your team members to identify strengths and define ways to reach their full potential through real-time coaching
• Conduct frequent one-to-one meetings with individual team members if/when required
• Be accountable for customer satisfaction (CSAT) score for all markets related to your team
• Act as a mentor for customer services agents and lead by example
• Maintain high levels of product knowledge so that appropriate guidance is always provided
• Support administrative tasks within the team
• Be the point of contact for customer support agents inside and outside your team
• Anticipate and evaluate risks in your department and handle any obstacles to achieving set targets and goals
• Support the talent acquisition partner by attending interviews and giving feedback on the best candidates
• Reach quarterly and end of year goals set by the company

How will success be measured in this role

CSAT, live contacts, email response time and other key indicators set by the company
Leadership skills
Communication skills
Contribution to the supervisors' group

Regular performance reviews with your line manager
Acting in line with Kindred Group values
Successful completion of all relevant training and other compliance activities that support Kindred's sustainable and responsible growth

Your experience

• A team management role and a proven track record of target driven performance
• Sound experience in a Customer Support environment
• An interest in the igaming and sports wagering industry (sportsbook, casino and/or fantasy sports) preferred but not required.
• Excellent communication skills – e-mail, chat and telephone
• A natural team player who leads by example
• Business management skills: understand strategy, business functions, manage conflicts
• Ability to work well under pressure and with minimum supervision
• Open to giving and receiving constructive feedback

Package, Perks and Benefits

• Competitive pay, based on experience
• supplemented health, dental and vision insurance, available on first day of employment
• a generous 401k match; company matches up to 6% and is vested from day one
• a $500 annual health and wellness allowance
• generous PTO Allowance; 20 days annually and an additional day on your work anniversary
• in-house training and development facilitated through Kindred Academy and LinkedIn Learning
• Virtual social events

Working conditions and Physical Requirements

• Must be able to sit for extended periods of time
• Must be available to work nights, holidays and weekends
• Candidates hired into the role will be required to get licensed in certain states

Qualifications

• High School diploma
• Must be at least 21 years old

Application process

Click on the "Apply Now" button and complete the short web form. Our Talent Acquisition team will be in touch soon.

Kindred is an equal opportunities employer committed to employing a diverse workforce and an inclusive culture. As such we oppose all forms of discrimination in the workplace. We create equal opportunities for all our applicants and will treat people equally regardless of and not limited to, gender, age, disability, race, sexual orientation. We are committed not only to our legal obligations but also to the positive promotion that equal opportunities bring to our operations as set out in our sustainability framework.

Job alerts

Not suited to this role but interested in working at Kindred Group?

We are always on the lookout for talented, passionate people to join our global teams so if you'd like us to let you know when suitable jobs come up, please click on “Register for Alerts”.

#LI-TG1