VIP Floor Support (Internal position)

The primary purpose of the VIP Floor Support is to be the first point of contact and support for the team of the VIP BDEs. Acting as a field leader, this role is crucial for empowering the team, fostering a collaborative environment, and ensuring our VIP clients receive exceptional service through active presence, immediate guidance, and proactive issue resolution.

Responsibilities include, but are not limited to

•Active Floor Leadership & Team Support

• A) Conduct continuous rounds on the work floor to monitor team activity, morale, and needs in real-time.
• B) Serve as the primary go-to resource for agents, promptly resolving complex inquiries regarding products, processes, or specific VIP client cases.
• C) Provide "in-the-moment" coaching and immediate feedback to enhance agent performance and service quality.

•Operational Management & Problem-Solving

• A) Take on and resolve complex VIP customer escalations that agents cannot handle, acting as a senior support resource.
• B) Monitor real-time department Key Performance Indicators (KPIs) to identify opportunities for immediate improvement.
• C) Distribute and oversee the team's daily tasks, prioritizing based on demand and VIP needs.
• D) Handle supervisor calls and live chats, demonstrating expert problem-solving skills.

•Administrative & Project Support

• A) Create the monthly department schedule efficiently, ensuring optimal coverage for VIP support.
• B) Analyze daily performance reports to provide actionable insights to management.

Skills

• Strong leadership and team management skills with a focus on mentorship and support.
• Excellent problem-solving and analytical abilities for real-time decision-making.
• Solid customer service and Customer Experience (CX) skills.
• Exceptional communication and interpersonal skills.
• High proactivity, efficiency, and a strong sense of ownership.
• Strong organizational skills and attention to detail.

Requirements

• Must have a CI score of over 90% for the last 3 months.
• Comprehensive knowledge of both Casino and Sportsbook products.
• Proficiency in Microsoft Office tools (especially Excel).
• Working knowledge of the company’s CRM tools (IMS and GenAdmin).
• Special Task Knowledge (training will be provided if needed).
• Fluent in Spanish and English.