GAME ON – OLG needs you
We’ve said GAME ON, and we mean it – OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based gaming channels. Over the course of fiscal 2022-23, OLG delivered a record $2.5 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction, to become a world class gaming entertainment leader with a globally admired digital platform.
We are ready to take this game to the next level and need a passionate Manager Customer Care, Player Services to manage the day-to-day operations of the Customer Care Player Services team (in a 24 x 7 x 365 Contact Centre shiftwork environment) and ensure alignment with the overall divisional strategic plan.
YOUR ROLE IN THE GAME
Reporting to the Director Customer Care, Player Services, you will be empowered to:
Lead a team of Customer Care Specialists in their day-to-day operations and develop their skills and capabilities through mentoring and coaching to build a high performing team and engaging work environment.
Manage the day-to-day operations and performance of the Customer Care Specialists to ensure alignment with the overall strategic plan.
Monitor and manage KPIs and performance statistics in alignment with the strategic direction of business units and develop corrective measures to address gaps and improve performance and customer satisfaction.
Manage Customer Care team, including recruitment, attendance, performance, and development, to ensure smooth operations.
Oversee the management of high-risk escalations from internal stakeholders (i.e., media, legal and Responsible Gaming threats) to ensure all issues are promptly and appropriately rectified.
Participate in reviews to maintain and improve efficient and effective department processes and policies.
Develop and maintain deep technical knowledge of relevant technologies and tools to serve as advisor and oversight to staff.
Understand risks and escalation to successfully serve as point of contact for staff, both on-site and on-call (24/7/365)
Understand corporate policies and procedures and ensure department is compliant with regards to OLG licensing and signed contracts among others.
Perform daily operational tasks, as needed, to support staff and times of high volume.
Support Senior Management team on Customer Care projects and initiatives, as needed.
WHAT YOU NEED TO PLAY
Work Experience: 3+ years of experience within a customer focused environment (Contact Centre preferred). 3+ years of people management experience. Demonstrated experience in planning and delivering operational activities.
Education: Post-secondary degree, preferably in Business Administration, Communications, Marketing, and/or related discipline, or equivalent work experience. Knowledge of Contact Centre best practices, performance measurement, technologies, and job functions. Operational knowledge of Customer Care business processes and factors affecting customer service levels.
Critical Skills: Strong people leadership, coaching and mentoring skills with the ability to challenge and support others to achieve results and develop capabilities; ability to interpret data, identify trends, produce solutions to complex problems, and identify process improvement opportunities; excellent analytical and problem-solving skills with ability to define critical issues and develop solutions; exceptional communication and interpersonal skills, with ability to establish and maintain positive working relationships with colleagues at various levels throughout the organization; ability to effectively lead and motivate a team in a performance driven environment
Flexibility: Shift, overnight, holiday and weekend work may be required in a 24 x 7 x 365 environment
Strategic Thinker: strong strategic and critical thinker with ability to delve into unique challenges and find creative solutions
Collaboration & Fun: inclusive and collaborative work style while creating fun and excitement in our work
Integrity and Trust: do what's right and operate with transparency and openness
PERKS OF JOINING OUR TEAM
Part of a Bigger Picture: socially responsible company that gives back all its profits to the province and people of Ontario
Flexible Work Environment: to help balance both work and life
You Matter: family friendly work practices and hybrid work
Freedom to Innovate: supports new and better ways to be successful
Be your Authentic Self: environment that values diversity as a source of strength
Learning Galore: 24-7 access to robust online learning programs
Public Service Pension Plan: participate in a major defined benefit pension plan sponsored by the Government of Ontario
Variable Pay Program: performance-based incentives to share in our success (Permanent OLG Employees Only)
Learn about OLG – GAME ON!
OLG’s purpose is to contribute to a better Ontario by delivering great entertainment experiences for our customers. We are a multi-billion-dollar organization with a wide array of business lines including, lottery, land-based casinos, digital lottery and casino, horseracing, and charitable gaming. OLG is amidst a massive transformation focusing on being customer obsessed and bringing our digital business to a whole new level.
The key to our success is our people. Our culture will be grounded in true, positive partnerships that embrace trust, clarity, and openness in all that we do. We are supporting and empowering employees and teams across the organization through greater accountability, leadership development and growth opportunities. OLG is embracing more flexible work options and family friendly work practices including hybrid work.
Equity, diversity, and inclusion are essential elements of our culture and cornerstones of the Five Truths that OLGers Live by. At OLG, our employees have the space to be themselves and use their perspectives and skills to benefit the people and the Province of Ontario.
While we are re-shaping and growing our business, we are unwavering when it comes to living our purpose, and ensuring our business delivers meaningful benefits for the people of Ontario. OLG’s net profits are reinvested back into the province, contributing to the quality of life for Ontarians.
To learn more about OLG go to our website at www.olg.ca
We look forward to hearing from you, interested applicants please apply online by January 27, 2025.
OLG is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please contact Human Resources at [email protected] if you require accommodation at any time throughout the hire process.
We thank you for your interest in this opportunity; however only those individuals selected for an interview will be contacted.
Personal information is collected by the Ontario Lottery & Gaming Corporation (OLG) and/or its third party service provider(s) under the authority of the Ontario Lottery and Gaming Corporation Act, 1999, SO 1999, c 12, Sch L and the Employment Standards Act, 2000, S.O. 2000, c. 41 (as amended) and will be used for the purpose of determining qualifications for employment with OLG and for recruitment modernization initiatives. The information will be managed in accordance with all applicable laws, OLG’s Protection of Privacy Policy (the Policy) and related policies and procedures. For any questions about this collection, please contact [email protected], 800-70 Foster Drive, Sault Ste. Marie, ON, P6A 6V2.
