Ticket Writer Supervisor (In-Field position for Guyana)

Supervises the day-to-day operation of the CAGE Sportsbook location and Ticket Writers.

Job Summary:

Supervises the day-to-day operation of the CAGE Sportsbook location and Ticket Writers. Oversees all sports wagering including ticket writing, receiving, and accounting for cash paid by guests, processing winning tickets and supporting the sports betting and wagering operations by providing efficient management and guidance. Ensures compliance by staff of company and departmental policies and procedures. Maintains and supports effective staff and customer relations.

 Education and Work Experience:

• A Bachelor’s or Associates Degree in Management, Business or related field from a recognized academic institution and a minimum of two (2) years’ experience in a supervisory role.
• In lieu of formal qualifications, a minimum of five (5) years’ experience in a supervisory role.
• Knowledge of Sportsbook management would be an asset.
• Must have computer knowledge: Email, Internet and Microsoft Excel and Word.
• Strong mathematical and analytical skills with ability to perform accurately under pressure and to make consistent decisions.
• Customer service-oriented individual, focused on improving the customer experience.
• Strong awareness of the sports calendar and the ability to work hours dictated by the sports calendar, including nights, holidays, and weekends.
• Experienced in interacting with the general public.

 Special Job Skills & Knowledge Requirements:

• Avid sports enthusiast with a good knowledge of multiple sports and an outgoing personality.
• Ability to communicate effectively, both verbally and in writing, including preparing simple reports.
• Advanced skills in cash handling. Ability to apply basic logic and mathematical skills to money tracking. 
• Ability to respond to visual and auditory cues.
• Ability to thrive in a fast-paced, team-oriented environment.
• Ability to apply exceptional interpersonal skills in dealing with team members and guests.
• Ability to interpret a variety of instructions furnished in written and oral form.
• Strong supervisory skills.
• Effective time and self- management.
• Ability to work independently.
• Knowledge of the Sportsbook industry.
• Must own vehicle and possess valid drivers’ license.
• Exemplary organizational, problem-solving skills and strong attention to detail.

 Essential Duties and Responsibilities include the following. Other duties may be assigned:

• Supervises location Ticket Writers: opens, closes and supervises shift changes as required.
• Manages employee call outs. Complete and submit staff schedules and timesheets within set timescales.
• Verifies and tabulates accurate timekeeping records for personnel on a weekly basis.
• Complete business reviews with Senior VP Risk Management –Sports Betting and communicate to the sports team. Ensure that all agreed actions are implemented within the Sportsbook.
• In coordination with Senior VP Risk Management –Sports Betting formulates and agrees action plans to improve performance.
• Ensure betting control guidelines are adhered to within the Sportsbook.
• Review customer activity with Senior VP Risk Management –Sports Betting on a regular basis.
• Ensure all Sportsbook team are aware of customers’ impacting on profitability and that agreed actions are adhered to.
• Resolve bet queries within agreed levels of authority and in a timely manner.
• Manage all accountable costs, with particular emphasis on use of establishment hours within the Sportsbook.
• Assist Marketing with promotional activity.
• Actively support Sportsbook Development Strategy.
• Be aware of local competitor activity and report all changes to Senior VP of Risk Management and Trading.
• Identify threats and opportunities at a local level and agree key actions with Senior VP Risk Management –Sports Betting.
• Set clear goals and expectations of the team.
• Communicate key business information to the team and drive constant improvement.
• Ensure all customers, whether regular or infrequent, are made to always feel welcome by all team members, through the provision of polite and friendly service.
• Train employees to push new wagering and promotional offers.
• Coach and develop every member of the Sportsbook team to always deliver outstanding service.
• Maintain a consistent brand image in the Sportsbook in line with company guidelines and ensure that the Sportsbook is always presented to the highest possible standard.
• Ensure all members of the team adhere to Uniform Policy.
• Always look to enhance the sporting & betting knowledge of the team.
• Hold regular business briefings with Sportsbook Team.
• Resolve customer disputes in line with levels of authority in a timely fashion.
• Anticipate and act on the needs of the customer, seek and respond to feedback.
• Ensure all issues affecting the customer experience in the Sportsbook are resolved or reported promptly.
• Ensure the Sportsbook team adheres to Health and Safety and Gaming Control laws, regulations, rules, and reporting requirements.
• Ensure Operations Manual procedures are in place at all times and all team members adhere strictly to security procedures.
• Conduct unannounced customer interviews at all Bet CAGE Sports locations to confirm that the Sportsbook programs are efficient and effective. 
• Ensure company communication as required is cascaded to the Ticket Writers.
• Undertake regular team reviews.
• Ensures accuracy of Ticket Writer paperwork by sign-off.
• Notifies management of employee disciplinary issues promptly.
• Notifies management of major incidents promptly and prepares incident reports.
• Handles employee, customer or technology issues arising during normal course of business.
• Participate in recruitment and selection of Ticket Writers.
• Performs any other job-related duties assigned by management.
• Arrange for the proper and appropriate training for all Ticket Writers prior to assuming their duties as well as regular and continuing training to take account of new Sportsbook content and promotions.
• Conduct regular, in-person checks, at Bet CAGE Sports locations to ensure that Ticket Writers are complying with their assigned duties, responsibilities, and dress code.