The Supervisor, Gaming Systems Support Operations is responsible for managing the daily operations, coordinating office activities, ensuring efficient workflows, and driving continuous improvement initiatives for Support Operations. This role requires an effective leader who can balance excellent customer service expertise with exceptional team management skills to deliver high-quality support services

What You'll Do

Team Leadership

• Lead, mentor, and develop a team of Service Support Representatives, fostering a collaborative and high-performance culture.

• Conduct regular performance reviews, provide constructive feedback, and identify opportunities for professional development.

• Facilitate team meetings to align on goals, share updates, and address challenges.

Customer Service Excellence

• Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution
• Develop and maintain strong relationships with key stakeholders.
• Oversight of customer satisfaction surveys to include customer follow up

Operational Management

• Maintain and update schedules to ensure phone coverage
• Oversee daily office operations, ensuring efficiency and productivity.
• Manage office budgets, including supplies and equipment procurement
• Coordinate and manage office space, layout, equipment
• Assist with planning and organizing department meetings and events
• Responsible for managing departmental engagement and moral boosting events

Reporting and Documentation

• Prepare and present regular reports on operational performance, team productivity, and customer satisfaction.
• Maintain accurate and up-to-date documentation of support procedures, policies, and knowledge bases.
• Ensure compliance with company policies, jurisdictional regulations and requirements, and quality standards.

What We're Looking For

• Bachelor’s degree in Business Administration, Management, or a related field.
• Minimum 5 years experience in customer service, with at least 2 years in a managerial role
• Proven track record of improving customer service operations and team performance
• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Proficiency in customer service software and tools
• Strong problem-solving and conflict resolution skills
• Ability to analyze data and generate actionable insights
• Customer-focused mindset with a commitment to delivering exceptional service
• Ability to thrive in a fast-paced and dynamic environment
• High level of emotional intelligence and empathy
• Strong organizational and time management skills
• Proactive and solution-oriented approach

Company Summary

About Aristocrat

Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), mobile games publishing (Pixel United) and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play.

Our Values

• All about the Player

• Talent Unleashed

• Collective Brilliance

• Good Business Good Citizen

The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

Travel Expectations

Up to 25%

Pay Range

$59,500-$110,500

Pay Rate Type

Salary

Our goal is to pay a market competitive salary focusing near the median of our pay ranges. However, final offers for all positions will be based on several factors such as experience level, education, skills, work location, and internal pay equity.