Work Location: Hybrid

Atlantic Lottery (AL) is seeking a Supervisor, Player Services, located in Moncton, NB.

Reporting to the Manager of Customer Care, the Supervisor, Player Services, will be responsible for executing overall strategies to meet Service Level agreements in support of our players, public, and internal customers. Your overall purpose: to Motivate, Mentor, Coach, Measure, and Grow the performance of our AMAZING Player Services team.

As a coach, mentor, role model and leader, it is the highest expectation that in this role you will actively participate in team, leader, and corporate meetings while upholding excellent communication and rapport with peers, multiple teams within the contact centre, and across Atlantic Lottery.

Player Services: Our agents respond to inquiries and resolve calls for online lottery players and the general public related to promotions and lottery games available for sale on alc.ca, iCasino, 2Chance.ca, and Proline Stadium.com throughout Atlantic Canada. They assist callers on the registration and purchasing process, how to play games online, and troubleshoot electronic web browsers and devices (i.e. PC, laptop, mobile, and iPads).

Closing Date: March 26, 2023, at 11:59pm (ADST)

Education and Experience:

• Bachelor or Diploma in Business is preferred.
• Minimum of 3 years' experience coaching, developing, or managing people.
• Minimum of 5 years' experience in a Customer Care or Customer Support role.
• Must be 19 years of age or older to apply. (for external post only).

Professional Skills:

Composure - Cool under pressure and not defensive or irritated when times are tough; considered mature; counted on to hold things together during tough times; handles stress and not knocked-off balance by the unexpected; doesn't show frustration when resisted or blocked, and a settling influence in crisis mode.

Drive for Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

Hiring and Staffing - Has a nose for talent; hires the best people available from inside or outside; is not afraid of selecting strong people; assembles talented staffs.

Understanding Others - Understands why groups do what they do; picks up the sense of the group in terms of positions, intentions, and needs; what they value and how to motivate them; can predict what groups will do across different situations.

Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.

Assets:

• Additional education in Business Management, Contact Centre Management and/or Technology would be considered an asset.
• Bilingualism will be considered an asset.

AL Benefits:

• Extended health coverage that includes medical, dental, and vision.
• Basic life insurance, disability, and wellness programs.
• Defined Benefit Pension Plan.
• Three weeks of vacation annually (pro-rated) and 13 paid statutory holidays.
• Three personal leave days per year.
• Two volunteer days per year.
• Short-term incentive program based on personal and corporate performance.
• Career advancement opportunities.

Recruitment Process: The last couple of years has accelerated change across our workplace, including our hiring practices! As a result, throughout your application process, you may be asked to connect with us virtually, and may not be required to meet in-person. Our application process typically involves two interviews and Predictive Index (PI) Assessment/Testing. The successful candidate will be subject to reference and criminal background checks.

Working Remotely: The Customer Care department is considered a continuous operation at Atlantic Lottery. Due to the nature and geographic scope of our business, we may be required to remain open during inclement weather and/or potential business recovery operations, therefore management has developed work from home guidelines for our employees. Working remotely is a method that may be considered to accomplish work, upon management approval or direction. Please refer to the "Working Remotely Guidelines" for detailed information.

Internal Employees: Internal Employees interested in this opportunity must be in "good standing," which includes meeting expectations on their last performance review. Performance improvement plans, disciplinary action, attendance, mandatory training, and other performance related items will also be taken into consideration when determining the applicant's "good standing" status.

We are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodations), please let us know and we will work with you to meet your needs.

We thank all applicants for their interest, however, only those selected for an interview will be contacted. Please note that the successful candidate will be subject to reference and criminal/educational background checks prior to employment.