Hub Shift Supervisor

About the role

United Tote is a leading B2B technology and service provider for the pari-mutuel gaming industry, backed by the integrity and tradition of Churchill Downs, home of the world-famous Kentucky Derby. This is an entry-level management role integral to the Central Operations Team within United Tote.

Responsibilities

• Accountable for the day-to-day functions of the HUB operations center for the shift they lead, ensuring the HUB Operations team is appropriately staffed for the volume of calls, emails, events and customer support excellence.
• Acts as the point person for escalations during assigned shift, leading the team through the resolution of escalations following established escalation protocols.
• Responsible for training and development of staff at the HUB for the shift they lead.
• Ensures staff results by communicating job expectations; planning, monitoring and appraising job results; developing, coordinating and enforcing systems, policies, procedures and productivity standards.
• Provides timely and actionable feedback to team members.
• Manages HUB Key Performance Indicators (KPIs) to be used for HUB Operator scheduling, to monitor rep level performance of specific tasks and be used for identifying rep level and departmental level development needs for the shift they lead.
• Responsible and accountable for operational targets and quality for assigned shift.
• Manages weekly and monthly reporting needed by HUB Manager to understand HUB performance, trends, and requirements.
• Safeguards HUB activities and operations by ensuring compliance with local, state and federal regulations and laws governing business operations for the shift they lead.
• Participates in process improvement for all the United Tote pari-mutuel operations, including the establishment and maintenance of best practices.
• Executes operational plans for special racing events and race day monitoring for HUB.
• Performs other duties as assigned by management.
• Supervises HUB employees, responsible for team building, coaching, counseling and discipline for the shift you lead.
• Reviews and recommends career paths for individual HUB operators on your shift.

Requirements

• Must be at least 18 years of age with a High School diploma or GED.
• Ability to obtain and maintain racing licenses as required by state law and pass a background check.
• 2 years leadership experience within a customer service call center environment.
• Passionate problem solver with excellent trouble shooting skills and can-do attitude who can maintain a calm demeanor in stressful situations.
• Independent self-starter with proven self-motivation and the ability to work professionally and collaboratively with others.
• Excellent verbal and written communication skills and ability to manage multiple or competing priorities with a proven ability to pay close attention to the fine details.
• Instills a philosophy of teamwork for the entire staff.
• Ability to work a flexible schedule including evenings, weekends and holidays as needed.
• Proficient with Microsoft Office, especially Outlook, Excel and Word.

Qualifications

• B.S. Degree Preferred, 2 years higher education or work experience substitute.
• Some experience with configurations of consoles, routers, port servers, switches and printers.
• Some travel may be required.

Skills

• Customer service
• Teamwork
• Problem solving
• Communication
• Leadership
• Training
• Performance management
• Process improvement
• Operational planning
• Racing event coordination

Benefits

Details about benefits will be provided upon hire.

Pay

Details about pay will be provided upon hire.

Schedule

The available shift is Wednesday to Saturday from 6am to 4:30pm.