VIP Floor Support (Internal position)

Empresa : Caliente, Llc Tipo de empleo : Jornada completa Tijuana, Mexico JobCopilot will tailor your resume and auto-fill the application

Job Description:

- Active Floor Leadership & Team Support:
- A) Conduct continuous rounds on the work floor to monitor team activity, morale, and needs in real-time.
- B) Serve as the primary go-to resource for agents, promptly resolving complex inquiries regarding products, processes, or specific VIP client cases.
- C) Provide "in-the-moment" coaching and immediate feedback to enhance agent performance and service quality.

- Operational Management & Problem-Solving:

- A) Take on and resolve complex VIP customer escalations that agents cannot handle, acting as a senior support resource.
- B) Monitor real-time department Key Performance Indicators (KPIs) to identify opportunities for immediate improvement.
- C) Distribute and oversee the team's daily tasks, prioritizing based on demand and VIP needs.
- D) Handle supervisor calls and live chats, demonstrating expert problem-solving skills.

- Administrative & Project Support:

- A)



Create the monthly department schedule efficiently, ensuring optimal coverage for VIP support.
- B) Analyze daily performance reports to provide actionable insights to management.

Skills

- Strong leadership and team management skills with a focus on mentorship and support.
- Excellent problem-solving and analytical abilities for real-time decision-making.
- Solid customer service and Customer Experience (CX) skills.
- Exceptional communication and interpersonal skills.
- High proactivity, efficiency, and a strong sense of ownership.
- Strong organizational skills and attention to detail.

Requirements

- Must have a CI score of over 90% for the last 3 months.
- Comprehensive knowledge of both Casino and Sportsbook products.
- Proficiency in Microsoft Office tools (especially Excel).
- Working knowledge of the company’s CRM tools (IMS and GenAdmin).
- Special Task Knowledge (training will be provided if needed).
- Fluent in Spanish and English.

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📌 Vip Floor Support (Internal Position) (Tijuana)
🏢 Caliente
📍 Tijuana