Supervisor Contact 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.

Key Accountabilities

50%

Customer Service, Problem Solving and Communication

• Ensure questions/concerns from customers that agents need support with are managed in a timely and efficient manner.
• Provide prompt, friendly and courteous in person and telephone service and support to customers. Resolve customer inquiries, requests, and complaints received via phone, email, chat and/or in-person on-site.
• Maintain accurate records and detailed notes when accessing Players accounts, detailing the work performed on the account.
• Proactively update consent status on accounts to solidify the relationship between the business and the player.
• Utilize active listening skills to ensure a clear understanding of customer needs.
• Respond to horse players and Representatives wagering inquiries which include but are not limited to types of bets, tutorials, race programs, HPIbet systems, reward programs, self-serve machines, promotions, and cash cards.
• Participate in quality assurance programs to improve performance and service delivery.
• Use critical thinking and resources to find solutions and provide accurate information to customers.

30%

Leadership, Promote Woodbine and Collaborate

• Role model, prompt, friendly, professional and courteous service to customers at all times. Being present with a positive attitude and approachable demeanor at all times.
• Act as a First Responder for escalations from Support Center Representatives, team members, inter-departmental requests for assistance and/or support.
• Maintain and create a positive, motivating work environment for everyone in the Support Center.
• Respond to incoming dining telephone inquiries and communicate dining prices, post times, products, requests, and dining room menu options.
• Maintain a working knowledge of promotions, major race events and items available to guests.
• Accurately input dining room booking information for Woodbine Entertainment Group (WEG) venues into Hospitality reservation software system.
• Monitor all reservations and guest seating to ensure efficient and effective maximization of dining rooms by updating guest changes into the reservation software.
• Generate high level participation in Woodbine and Partner track/marketing events by assisting with campaigns.
• Collaborate with team members and other departments to resolve customer issues and share best practices.
• Supervise the Support Center and manage and motivate Representatives, as needed, when Supervisors or Management are not present or available.
• Lead, coach, and answer questions from team members, providing real time guidance, support and feedback. Support all company and departmental initiatives and guide Representatives to do the same.
• Assist in the training of all new Representative hires and the ongoing training of all Representatives for continuous growth and improvement.
• Review and evaluate call quality. This includes live listening, side by sides, and recorded calls. Provide immediate feedback wherever possible.

20%

Product Knowledge and Compliance

• Ensure HPIbet accounts adhere to Canadian Pari-Mutual Agency regulations and the policies defined by HPIbet.
• Other duties or responsibilities may be assigned based on business requirements.
• Lead by example, to exhibit, encourage and motivate WEG's Values and Beliefs.
• Submit daily shift reports outlining specific information for the department. Maintain working knowledge of racing promotions, major race events and services available to guests.
• Look for ways to streamline procedures and reduce idle time in between calls.
• Maintain working knowledge of HPIbet systems, promotions, and departmental policies.
• Accurately handle in-person electronic transactions using internal systems and point of sale terminals.
• Ensure proper documentation of customer issues and resolution for future reference.
• Ensure wagering is open and functioning correctly and all issues are resolved or escalated accordingly to allow for successful pari-mutuel wagering.
• Maintain individual expected call handling and call quality results as defined.
• Maintain service level target by assisting with incoming and outgoing calls as needed by business demands.
• Professionally communicate company polices and stay up to date with all Woodbine and industry news.

SKILLS

Knowledge and Education

• Completed secondary school or the equivalent in education and experience.
• Minimum of three to five (2-3) years' experience in customer service.
• Working experience in the entertainment, hospitality, retail industry is an asset.
• Working in a high volume call center environment is a strong asset.
• Customer service background/managing multiple priorities/escalations channels.
• Horse racing or gambling experience, like wagering and /or odds making.
• Strong communication and interpersonal relation skills needed.
• Bilingual in English and French a strong asset, other languages an asset.
• knowledge of Microsoft Outlook, Word, Excel, Microsoft, and various Internet browsers (I.e. Internet Explorer, Google Chrome, Firefox).
• Knowledge of reservations and point of sale systems would be an asset.

Decision Making Skills

• Ability to create a positive and collaborative work environment.
• Supportive team player, working with team members and other departments.
• Review accounts and determine root causes of issues and look for ways to streamline outdated one's.
• Devise ways to optimize processes and procedures, while motivating agents.
• Ability to think independently and have excellent decision-making skills.
• Proactively look for ways to streamline processes and procedures.
• Support Representatives, team members and internal stakeholders with accurate information
• Be ready and willing to respond to all lines of business, including respond to horseplayers wagering inquiries which include but are not limited to types of bets, tutorials, race programs, HPIbet systems, reward programs, self-serve machines, promotions, and cash cards.
• On going training of all representatives for continuous growth and improvement.
• Professionally communicate company policies to customers and agents.
• The ability to persuade customers effectively and negotiate solutions that effectively meet both the customer and the company's needs.
• Being adaptable to various customer personalities or changes during the conversation.
• Building a rapport or creating a connection to enhance the experience and promote Woodbine.

Working Conditions

• Call center environment where there is little physical discomfort, due to temperature, dust, noise and the like.
• Moderate to high stress dealing with cross-functional teams, deadlines and the customers.
• Occasional bending, carrying, climbing, lifting, pulling, pushing and reaching/crouching.
• Standing and walking required for 50% of work time in some locations.
• Regular interruptions, multiple demands and time pressure.
• Various shift work, including evening, weekends and holidays, as required.

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.