Escalation Supervisor

Job Responsibilities:

1. Manage and oversee escalated issues to ensure timely resolution.
2. Lead, coach, and support team members to improve performance and accountability.
3. Analyze issues, identify root causes, and recommend effective solutions.
4. Collaborate with QA, Operations, Technology, and other stakeholders.
5. Monitor escalation trends and provide insights for process improvements.
6. Maintain proper documentation and reporting of escalations.

Qualifications:

1. Strong leadership and people management skills.
2. Excellent organizational and planning abilities.
3. Strong analytical thinking and problem-solving skills.
4. Experience in QA, Operations, Business Analysis, PMO, Process Improvement, Technology, or Consulting is preferred.
5. Gaming/iGaming experience is an advantage but not required.
6. Ability to manage multiple priorities in a fast-paced environment.
7. Willing to work on a shifting schedule, including weekends and holidays as needed.