Purpose of role
We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for our customers, revolutionising the gambling space as we go. We're home to a global family of more than 25 well-known brands, and with a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.
As a Continuous Improvement Agent you will be responsible for providing real-time on-the-floor and virtual support to customer service agents.
You will deliver 1-2-1 improvement coaching to agents, based on input form Customer Operations Management , Operations Innovation and Service Recovery Departments.
Reporting to the Operations Manager for the Service Optimisation and Continuous Improvement you will be actively involved in identifying areas for improvement in 1st Line contact handling.
We are a multi-location-based team with a drive for “Best in Class” Customer Service. You will be working on Projects aimed at driving improvements within Customer Facing Teams, and measuring the success of the Account Service Recovery Team and Continuous Improvement Team.
Key responsibilities
• Daily supervision of the Manila CI Team - ensuring work is distributed evenly, supporting with coaching queries and tracking spreadsheets
• Build/Deliver Continuous Improvement Case Study Training in collaboration with the CI Ops Manager
• Be the representative for the CI Agents in the QA Improvement steering group
• Provide guidance and support to Team Managers when requested on internal systems and processes relating to QA - she is operating at TM level with them coming to her for support
• Primary responsibility for coaching Shift Leads on case handling errors referred to the CI Team
• Real-time floor support (via Teams and on-the-floor)
• Identifying individual agents' skills gaps
• Delivering on-the-job coaching to agents
• Daily feedback to agents on contacts assessed by the Operations Innovation and Service Optimisation Departments
• Be a point of contact for new hire agents as part of their on-the-floor training experience
• Driving continuous improvement by sharing best practice, knowledge and tips
• Attend, all local QA Calibration Sessions with Team Managers
• In conjunction with Shift Leaders and Team Managers, work with the agents in the continued development to reach optimal performance
• Maintain knowledge of all 1st Line processes to ensure effective coaching and feedback to 1st Line agents
• Consistently strive to improve our service levels
• Identify and recommend the agent training needs to their Team Manager
• Regularly communicate successes, key issues and improvements with Department Managers
• Report on and record training sessions with both the agents and their Team Managers
• Aid in Identifying training and process improvements
• Work closely with other stakeholders ensuring a relentless focus on quality and improvements to the Customer Service delivered.
• Aid in formulating a culture of Continuous Improvement by working with the team to co-create, embed and continuously improve good practice methodologies, processes and ways of working
Specialist skills and experience
• Excellent knowledge of all CS 1st Line processes and products
• Extensive Sports and gaming knowledge
• A drive for results – with a high level of skills and the ability to train/coach others
• Strong ability to organise yourself and think outside the box
• Comfortable highlighting areas for improvement to colleagues
• Detail focused but able to see the “big picture”
• Excellent communicator and comfortable presenting information
• Proven track record of excellence in Customer Service
• High levels of resilience and tenacity
• Strong oral and written communication skills which delivers messages clearly and confidently
• A team player who shows respect and values the views of others
• Flexible approach – equally comfortable coaching face to face or via online methods
• Ability to adapt coaching style to fit the trainee
Competencies / behaviours
● Achievement Drive
● Works with others
● Strong communicator
