OLG is revolutionizing its gaming experiences and seeks a Manager Customer Care, Player Services to lead a high-performing team in a 24/7/365 contact center environment.
Ontario Lottery and Gaming Corporation ( OLG ) is undergoing a significant transformation to enhance its gaming experiences and solidify its position as a world-class entertainment leader. This strategic shift involves a renewed focus on digital platforms, retail lottery operations, and land-based gaming channels. OLG achieved a record $2.5 billion in net profit for the Province of Ontario during the fiscal year 2022-23, demonstrating its commitment to delivering value while expanding its reach.
As part of this evolution, OLG is actively seeking a Manager Customer Care, Player Services, to lead and develop a high-performing team within a 24/7/365 contact center environment. This Manager will play a pivotal role in ensuring seamless daily operations, fostering employee growth through mentoring and coaching, and driving customer satisfaction through effective performance management and KPI monitoring. They will also handle high-risk escalations from various stakeholders, contribute to process improvements, and stay abreast of industry trends and technologies. The ideal candidate possesses 3+ years of experience in a customer-centric environment, strong people management skills, and a proven ability to plan and execute operational activities. They should also have a solid understanding of contact center best practices, performance measurement, and relevant technologies. OLG offers a rewarding work environment that prioritizes employee well-being with family-friendly practices, a hybrid work model, and a defined benefit pension plan. Candidates are encouraged to apply if they are passionate about delivering exceptional customer experiences and contributing to a socially responsible organization
Technology Business OLG Gaming Customer Care Manager Digital Transformation Contact Center Performance Management Ontario
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