AVP Customer Support & Draw Operations

Oversee the Lottery Draw Operations and Customer Support Activities (Contact Centre). Supporting the team, processes, and technology to execute the live game draws and achieve the highest level of service delivery to customer.

Supreme Ventures Group is seeking a dynamic individual to fill the post of AVP Customer Support and Draw Operations:

This individual will be responsible for the following duties:

Oversee the Lottery Draw Operations and Customer Support Activities (Contact Centre). Supporting the team, processes, and technology to execute the live game draws and achieve the highest level of service delivery to customer.

RESPONSIBILITIES:

• Plan and manage the daily draw operations and related customer support activities
• Oversee and ensure application of internal control and regulatory functions of draw operations and customer relations
• Execute efficient, accurate and timely draw operations and related customer relations
• Implement and maintain Standard Operating Procedures in all aspects of draw operations
• Ensure compilation of detailed, periodic reports inclusive of Incident Reports in accordance with internal control and other standard procedures
• Manage escalated customer support issues and complaints
• Manage and ensure availability of staff for draw operations and customer support
• Develop business objective targets for Draw Operations and Customer Support activities
• Support the update, installation, testing and efficient operations of the internal Lottery game drawings and on-line gaming systems.