Hub Shift Supervisor - Wed to Sat (9pm to 7:30am)

About the role

The Hub Shift Supervisor is an entry-level management role integral to the Central Operations Team within United Tote. This role is responsible 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 driving customer support excellence.

Responsibilities

• Accountable for the day-to-day functions of the HUB operations center for the shift they lead including ensuring the HUB Operations team is appropriately staffed for the volume of calls, emails, events and drives customer support excellence for assigned shift.
• Acts as the point person for escalations during assigned shift, leading team through the resolution of the escalation 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.
• Maintains weekly and monthly reporting needed by HUB Manager to understand HUB performance, trends, and requirements.
• Ensures HUB activities and operations are carried out in 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 establishing and maintaining of best practices.
• Executes operational plan for special racing events and race day monitoring for HUB.
• Performs other duties as assigned by management.
• Serves as a supervisor for HUB employees, responsible for team building, coaching, counseling, and discipline for the shift you lead.
• Responsible for the timely preparation of other paperwork our partners, auditors and the corporate office requests, such as incident and trouble reports.
• Manages operational targets and quality for assigned 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.
• Able to work a flexible schedule including evenings, weekends and holidays as needed.
• Proficient with Microsoft Office, especially Outlook, Excel and Word.

Preferred

• B.S. Degree
• Some experience with configurations of consoles, routers, port servers, switches and printers.
• Some travel may be required.