Manager Hpi Support Centre

A NEW BREED OF ENTERTAINMENT

With almost 150 years of proud horseracing history, Woodbine Entertainment Group is the founding pioneer and largest operator of professional horseracing in Canada.

Building on our rich past, we are surging ahead to the future with an energized, new vision. Today we deliver the most thrilling and highest quality racing, dining and entertainment experiences to our visitors. In doing so, we remain a world-leader in horse-racing — and also among the most exciting and diverse entertainment facilities on the globe.

Job Summary:

Leading a team of engaged Representatives, Team Leads and Supervisors working in a highly collaborative environment. The Manager, HPIbet Support Centre is accountable for all operational and business objectives related to the development, implementation, and ongoing management of HPIbet services and support.

As the first point of contact, the HPIbet Support Centre and the Manger, HPIbet Support Centre will have a unique perspective and insight that will be informative in decision making across the company.

Key Accountabilities:

Team Leadership and Management

• With a dedicated focus on guest experience, the Manager, HPIbet Support Centre manages, monitors and implements all staff programs and policies.
• Assesses operational staffing requirements. Provides the advanced skills training that will ensure our Guests and Horse Players have an unmatched guest experience. Reviews and supports recommendations from Supervisors with regard to scheduling, recruitment, performance and training.
• Oversees all functional resources for HPIbet Staff and communicates daily operational standards, changes and enhancements that ensure each HPIbet team member is engaged and skilled in their respective role.
• Motivating and empowering team members to achieve goals and maintain a high quality of service.
• General management skills including those required to develop effective standard operating procedures, people management, process mapping, reporting, team building and measurement.

Customer Experience, Quality Assurance and Collaboration

• Assesses and observes customer needs. Making necessary decisions that would elevate the guest experience, with a complete understanding of the business objectives.
• The Manager will have an integral role in the support and nurturing of the Canadian Racing industry. Possessing a voice in recommendations that would maximize the effectiveness and efficiency of HPIbet, while building an unmatched player loyalty.
• Implementing quality assurance programs to monitor calls, provide feedback and ensure engaged guests, players and team members.

Operations and Workflow Management

• Contributes to the development and implementation of new tools and processes aimed at maximizing effectiveness and efficiency for the HPIbet operation.
• Provides input to the development of product strategy and research and development and assists in establishing department standards.
• Create and analyze key performance indicators to identify areas of improvement and/or opportunities for additional revenue generation.

Compliance, Training, Technology and Systems Management

• With a dedicated focus on guest experience, the Manager, HPIbet Suport Centre manages, monitors and implements all staff programs and policies.
• Oversee call center technologies and systems. Including identifying and implementing new technologies or upgrades to enhance productivity and the customer experience.

SKILLS:

Knowledge and Education

• Minimum 3 years progressive supervisory experience in an engaged customer service-related field.
• Experience working within call centres.
• Post secondary degree/diploma in a related field.
• Advanced knowledge of leadership techniques.
• Advanced knowledge of exceptional customer services practices.

Lived Experience

• Proficiency with computer software applications, spreadsheets, call centre phone systems and their respective reporting software.
• Experience in or the ability to recommend and roll out new technical solutions and software, while effectively acting as a liaison between cross-functional teams and Information Technology groups as the subject matter expert.
• Experience dealing with customer escalations or customer experience/loyalty programs.

Complexity and Skill in Decision Making

• Strategic skills and thinking include being able to create initiatives to achieve goals and objectives which are focused on improving guest experience and generating greater loyalty.
• Strong ability to effectively problem solve, be analytical and deal with ambiguity.
• Ability to develop and implement strategies to improve call center performance, enhance customer experience and align with WE goals and targets.

Innovation and Creativity

• Designing innovative employee engagement programs to build team cohesion and enhance the guest experience.
• Staying abreast of emerging technologies in call center and customer relationship management to enhance delivery.
• Regularly deploy creative customer solutions to issues and opportunities.
• Embracing innovation across the industry, including pari-mutuel wagering, online betting, and horse racing.

Financial Responsibility

• Contribute to the development and oversight of the departmental budget.
• Ensure cost management of supplies, resources, and labour.
• Provide analysis, as directed, on the ROI of various call center initiatives.

Leadership

• Leadership skills: including experience motivating, coaching, developing, evaluating team members, and resolving conflicts.
• Exceptional listening and motivational skills, with an appreciation for the complexities of remote working environments.

Guest Experience

• Internal service includes employee engagement, training and support. Leadership communication and collaboration with all cross-functional units.
• External service includes ensuring customer service provided by all team members meets or exceeds standards, responsibility for monitoring and acting on customer experience feedback and metrics, as well as ensuring service delivery aligns with all policies and expectations.

Communication/Influencing Others

• Advanced interpersonal communication that would be necessary to successfully interact, influence or negotiate with internal and external customers.

Mental Effort

• Mental effort involves significant multitasking, attention to detail, analytical thinking, performance monitoring, people management, problem-solving abilities, continuous learning and strong communication skills to manage diverse demands of role.

Diversity, Equity, Inclusion and Belonging

Be Yourself.

We believe differences should be valued and celebrated. By building diverse and inclusive teams, we strive to provide a more authentic and empowering work experience that unlocks the potential of our people. Regardless of race, religion, colour, national origin, sex, gender, expression, sexual orientation, age, marital status, veteran status, or disability status, we believe everyone has the right to express their ideas, ambitions, and pursue their goals with confidence and integrity. Diversity breeds innovation. We want people to think differently. Our commitment is to build a culture that welcomes everyone and leverages their unique perspectives to be a great entertainment company that shares the thrill of horseracing experiences with the world.