Race and Sports Guest Service Supervisor

Description:

Supervise the day-to-day operations of the Race & Sports Book Guest support team, overseeing a team of R&S Guest Support Agents to ensure timely, accurate, and service-oriented resolution of player inquiries across chat, email, and phone channels. Provide coaching, escalation support, and quality oversight to meet department service levels and performance standards. Compile, analyze, and distribute daily, weekly, and monthly Race & Sports Book support reporting — including volume, channel, SLA, and issue-type performance — to management, using these insights to drive staffing, quality, and process improvements. Serve as the primary escalation point for complex or sensitive player issues. Monitor and manage daily performance metrics. Track team and individual agent performance against established SLAs and quality-assurance standards, and report results to management. Analyze reporting trends, seasonality, and peak-event volume to forecast staffing needs, identify coaching and process-improvement opportunities, and prepare performance summaries and incident reports for management. Other job-related duties as assigned.

Qualifications:

Must be at least 21 years of age and able to obtain and maintain a valid Nevada Gaming registration/card as required. Must be flexible to work a rotating schedule, including nights, weekends, and holidays, based on business and event demands. Effectively communicate with Guests, Team Members, and Management in both written and verbal form, with strong active-listening, coaching, and de-escalation skills. Prior supervisory or team-lead experience in a Guest service, call center, or gaming environment required; Race & Sports Book or online (RMG) sports betting support experience strongly preferred. Two years of Guest service or contact center experience, including experience handling escalated issues; leadership or lead-agent experience preferred. Working knowledge of sports, racing, and sports wagering. Demonstrated ability to analyze performance data and reporting, identify trends, and implement process improvements. Must have knowledge of Microsoft PC applications and be comfortable learning and administering proprietary sportsbook, ticketing/CRM, workforce management, and player-account platforms. Effectively lead a team through high-volume periods, including peak event days, while maintaining accuracy, quality, and service standards. Excellent time management, problem-solving, organizational, and decision-making skills, with strong attention to detail and documentation.