SG Digital leads the global gaming market, providing innovative software that powers the world’s most successful operators and online gaming providers.

We pride ourselves on product innovation and technical excellence and are constantly adding new applications and new functionality to our product suite, used by billions of end users. Having recently become the Digital, online Division of the $4bn Scientific Games, we are now in a period of dramatic growth that will see us grow headcount by 30% this year alone.

Want to be part of our story?

We are a group of distributed multidisciplinary engineers, passionate about casino gaming, focused on a few highly scalable distributed platforms on a hybrid technology stack running in public and private clouds.

The teams are small and move fast -- all members are expected to be able to achieve maximum results with minimal direction.

Scientific Games

Scientific Games (SG) is a global leader focused on delivering an ever-expanding portfolio of lottery and gaming products and services to the world's government-regulated and government-sponsored entities. Scientific Games' global reach is made possible through the expertise, skill and dedicated efforts of its 8,000+ employees who serve lottery and gaming customers in more than 100+ countries on 6 continents.

Position Summary

• Handling all customer contacts (phone and email), following the Customer Service guidelines & procedures in a timely manner as per the defined SLA’s.
• Proactively remaining current with internal customer service Standard Operating Procedures (SOPs)
• Investigating fraudulent player behavior, taking appropriate actions as per the SOP such as monitoring transactions & customer records via internal and external fraud prevention systems.
• Process payments in accordance with policy and procedures, liaising with other departments where appropriate.
• Maintaining and updating customer
• information on databases, ensuring all data is treated with absolute confidentiality as per legal requirements.
• Remaining current with relevant guidelines and legislation such as Responsible Gaming Policy.
• Challenge the status quo, making recommendations that will deliver business improvements.
• Supervise staff on their designated shift, ensuring they are working in accordance with all SLA’s
• Create KPI and SLA reporting as required
• Interact with the Patron to coordinate their Internet gaming experience with Resorts land-based support teams and VIP management teams as applicable.
• Develop work flows and scripts to improve response times and consistency
• Coordinate and update training manuals and procedures as required
• Works closely with Anti-Fraud/Operations Manager to ensure best business practices, conducing anti-fraud audits as required.
• Technical & Personal Attributes
• 2-3 years of experience in a Supervisory position REQUIRED, preferably in a 24/7 Call Centre environment.
• 2 Year College (or equivalent)
• Must be organized and detail oriented with a strong focus on providing superior Customer Service.
• Solid negotiation, conflict resolution, and people management skills
• Excellent written and verbal communication skills, capable of explaining technical issues in a comprehensive manner.
• Strong time management skills that enable you to perform and deliver results with high work volumes.
• A flexible team player who is willing to do ad-hoc tasks, quickly shift work priorities, and take on additional tasks as needed.
• Enthusiastic and positive attitude, with a strong desire to learn all aspects of the business.
• Must be able and willing to operate in a 24/7, shift work environment.
  

Nice to Haves

• Previous experience in the Online Gaming industry
• Previous experience in a call center or sales environment
• Any technical certification or secondary education
• Experience in a 24/7 call center
• Prior experience from working with ITIL or similar Process Management System

Qualifications

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.

Work Conditions

Scientific Games Corporation and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses. As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts. In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.

SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, ethnicity, gender, sexual orientation, veteran status, or on the basis of disability or any other federal, state or local protected class. If you’d like more information, please click on this link: EEO Poster

Scientific Games Corporation and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses. As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts. In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.

SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law , please click here for EEOC Poster .