United Tote is a leading B2B technology and service provider for the pari-mutuel gaming industry, backed by the integrity and tradition of Churchill Downs, home of the world-famous Kentucky Derby. This is a entry-level management role integral to the Central Operations Team within United Tote. The HUB Shift Supervisor is responsible for overall proficiency and efficiency of the HUB operations team for the shift they lead. This role is team focused, customer focused and productivity conscious.Essential Functions:
- Accountable for the day-to-day functions of the HUB operations center for the shift they lead including ensuring the HUB Operations team is appropriately staffed for the volume of calls, emails, events and drives customer support excellence for assigned shift. .
- Acts as the point person for escalations during assigned shift, leading team through the resolution of the escalation following established escalation protocols.
- Responsible for training and development of staff at the HUB for the shift they lead.
- Ensures staff results by communicating job expectations; planning, monitoring and appraising job results; developing, coordinating and enforcing systems, policies, procedures and productivity standards. Provides timely and actionable feedback to team members.
- Manages HUB Key Performance Indicators (KPIs) to be used for HUB Operator scheduling, to monitor rep level performance of specific tasks and be used for identifying rep level and departmental level development needs for the shift they lead. Responsible and accountable for operational targets and quality for assigned shift.
- Manages weekly and monthly reporting needed by HUB Manager to understand HUB performance, trends, and requirements.
- Ensures HUB activities and operations are carried out in compliance with local, state and federal regulations and laws governing business operations for the shift they lead.
- Participates in process improvement for all the United Tote pari-mutuel operations including the establishing and maintaining of best practices.
- Responsible for the timely preparation of other paperwork our partners, auditors and the corporate office requests, such as incident and trouble reports.
- Executes operational plan for special racing events and race day monitoring for HUB.
- Performs other duties as assigned by management.
High responsibility for supervising HUB employees. Responsible for team building, coaching, counseling and discipline for the shift you lead. High responsibility in the performance review, salary review and career recommendation area for the individual HUB operators on your shift.Qualifications:
- Must be at least 18 years of age with a High School diploma or GED.
- Ability to obtain and maintain racing licenses as required by state law and pass a background check.
- 2 years leadership experience within a customer service call center environment.
- Passionate problem solver with excellent trouble shooting skills and can-do attitude who can maintain a calm demeanor in stressful situations.
- Independent self-starter with proven self-motivation and the ability to work professionally and collaboratively with others.
- Excellent verbal and written communication skills and ability to manage multiple or competing priorities with a proven ability to pay close attention to the fine details.
- Instills a philosophy of teamwork for the entire staff.
- Ability to work a flexible schedule including evenings, weekends and holidays as needed.
- Proficient with Microsoft Office, especially Outlook, Excel and Word.
- B.S. Degree Preferred, 2 years higher education or work experience substitute
- Some experience with configurations of consoles, routers, port servers, switches and printers.
- Some travel may be required.
The following physical and mental demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is frequently required to sit, sometimes for prolonged periods while working at a desk, on the phone, and/or on the computer; type on a computer keyboard; use hands to finger, handle or feel; talk or hear; reach with hands or arms; walk or stand; and perform some repetitive motion activities.
- Specific vision abilities required by this job include close vision, color vision, color differentiation, peripheral vision, depth perception, and ability to adjust focus.
- This position requires the ability to work effectively as part of a team; and concentrate on a variety of details when faced with interruptions and changing work priorities.
- The mental demands are representative of those that must be met by an employee to successfully perform the essential functions, as described above, including but not limited to: demonstrated ability to anticipate and solve practical problems or resolve issues; reason, calculate figures and amounts; collect, interpret, and/or analyze complex data and information, and draw valid conclusions; interpret procedures and policies; and meet schedules in a dynamic and sometimes demanding work environment.
- The noise level in this work environment is usually moderate. The work environment characteristics are representative of those an employee encounters while performing the essential functions of this job in a typical office environment.
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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