In this role you’ll own the overall contact center platforms strategy by partnering with internal stakeholders to understand their business and the challenges they face. Your job will be to solve those challenges using contact center technology and tools that may already exist in our ecosystem or may require net-new solutions. You will then work through your direct team as well as other internal stakeholders to prioritize, develop, test, and deploy solutions for your customers.
You will also be responsible for partnering with colleagues across the organization to continually optimize the service journeys for our players as well as the tools our agents use to solve inquiries. You and your team are responsible for administering routine requests from contact center users, such as working triage tickets, updating user permissions, on/off-boarding, modifying voice and digital channel prompts, performing user audits, ensuring compliance with Company policies and more.
Leveraging your contact center systems experience, you’ll develop and implement best practices around contact center technology procedures, create feedback loops with key stakeholders, define OKRs & KPIs, maintain playbooks for incident handling, etc. We work in a blended in- and out-sourced agent environment which will require you to supervise external Customer Care partners in the discharge of their obligations as defined by BetMGM Security & Technology teams.
The successful candidate will have hands-on experience building and administering platforms common in a contact center environment as well as leading teams doing this work. At BetMGM we play to win and look for team members who thrive in a dynamic, fast-paced environment with a passion for evolving trends in the contact center technology space.