Manager, Customer Support Centre
Etobicoke | Full-time (Non-union) | WageringManager, Customer Support Centre
Full-time (Non-union)
HPI Support Centre
Etobicoke
Our rich history is a big part of who we are. With historic roots dating back over 135 years, Woodbine is steeped in tradition. We have been the engine that drives the Ontario horse racing industry, creating winning experiences for all our guests.
We are also currently on an amazing 20-year journey to ‘build a city within a city’ and transform the largest privately held land in Toronto into one of Canada’s premiere entertainment destinations. This journey will unlock the value of approximately 700 acres of land, leading to job creation and the revitalization of our communities, while enhancing our ability to share the thrill of horse-racing and cementing our place as an entertainment powerhouse.
We also take care of our PEOPLE. Here are some of the things we offer:
Full Group Benefits Plan
Pension
Paid Vacation
Discounts on Food
Ontario Attractions Discount
Free Parking
Opportunities for Advancement
Social Responsibility Initiatives
We need dedicated people to join our cause. Be part of Woodbine Entertainment and get inspired to make work awesome!
Our Values & Beliefs
| WOW EVERY GUEST | OWN IT! | LISTEN & CONNECT – PEOPLE MATTER | FUEL THE FUN & PASS IT ON | TRUST IN OUR TEAM | #WE CARE | PURSUE YOUR POTENTIAL |BE BOLD| BE ALL IN |
JOB SUMMARY
The purpose of this position is to manage all activities related to operations and development of our HPIbet services contact center.
KEY RESPONSIBILITIES
- Contributes to the development and implementation of new tools and processes aimed at maximizing effectiveness and efficiency for the HPIbet operation.
- Provides input to the development of product strategy and research and development and assists in establishing department standards.
- Assesses operational staffing requirements and reviews recommendations from Supervisors with regard to scheduling, recruitment, performance and training.
- Manages, monitors and implements all staff programs and policies.
- Acts as a functional resource for HPIbet Staff and communicates daily operational standards.
- Assesses and observes customer needs and makes appropriate recommendations to maximize the effectiveness and efficiency of HPIbet.
JOB SPECIFICATIONS
- Advanced knowledge of pari-mutuel wagering regulations.
- Advanced knowledge of leadership techniques
- Advanced knowledge of exceptional customer services practices
Skills
- Proficient with computer software applications in a Windows environment, includes: Word processing and spreadsheet applications.
- General knowledge of phone systems and their respective reporting software
- General leadership skills necessary to motivate, coach, develop, evaluate, facilitate and resolve conflicts.
- General planning skills required to develop standard operating procedures which align with operational needs.
- Advanced interpersonal skills necessary to interact with staff and customers.
Education and Experience
- Minimum 3 years progressive supervisory experience in a customer service related field within a similar fast paced environment.
- Post secondary degree/diploma in a related field.