2 Vacancies:
GAME ON – OLG needs you
We’ve said GAME ON, and we mean it – OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based gaming channels. Over the course of fiscal 2022-23, OLG delivered a record $2.5 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction, to become a world class gaming entertainment leader with a globally admired digital platform.
We are ready to take this game to the next level and need passionate Senior Customer Care Managers to support the planning, development, delivery and measurement of operational procedures, programs and projects related to an assigned area of focus (Player Services or Retailer Services). As an individual contributor you will work closely with your assigned leadership team to support successful advancement and achievement of both strategic and operational goals.
YOUR ROLE IN THE GAME
Reporting to the Director Customer Care Retailer or Player Services you will be empowered to:
Lead the development of productivity measures, tools and standards that will promote consistently when applied and utilized to drive performance.
Monitor KPIs and performance statistics of the operations team along with the Director of operations develop corrective measures to address gaps and improve performance and customer satisfaction.
Utilize lean principles to improve the capacity of our processes, while elevating the customer experience and employee experience
Drive efficient and effective improvements through process re-engineering, digitization and automation while ensuring regulatory and internal control requirements are satisfied.
Prepare business cases to be presented to Customer Care senior leadership indicating ways to optimize the business through continuous improvement.
Analyze operational data to identify trends, issues, and opportunities for improvement.
Use data-driven insights to recommend and implement changes that enhance operational performance.
Partner with the Customer Care leadership team to contribute to the implementation of the Customer Care strategy that will enable the achievement of Divisional, organizational goals and objectives.
Support the long-term planning of the Customer Care operations for a 24-month period to align with the overall Operations strategic direction
Act as an agent of change, championing central initiatives and aligning various stakeholder groups around common goals and objectives leading to realization of business benefits.
Collaborate with internal partners (such as training, CX, QA) to provide insights and support continuous improvement initiatives within operations with an agile or design thinking approach.
Partner with risk/legal to ensure process improvements aligned to enterprise risk appetite
Understand corporate policies and procedures and ensure the department follows regulatory standards and controls
Develop and provide technical knowledge on OLG technology and tools to serve as an advisor
Act as point of contact for project leads on initiatives including product launches, enhancements, retirements, and system improvements to ensure alignment with enterprise-wide strategy
Share information with stakeholders who negotiate contracts with vendors to achieve operational efficiency and adherence to service level agreements
Indirectly assist OLG with the delivery of revenue and growth through the implementation of customer service programs/initiatives
Act as proxy for the department Director and other duties, as required
WHAT YOU NEED TO PLAY
Work Experience: 7+ years of relevant experience in operational effectiveness, driving business outcomes through application of lean management practices/systems and design thinking in a customer-centric environment
Education: Business Operations or Engineering degree preferred; equivalent experience in business operations methods and practices also considered; strong understanding and technical knowledge of contact centre systems, standard methods, and performance measurement.
Critical Skills: Critical thinking and problem solving, quantitative & qualitative analysis, strong interpersonal and collaboration skills, excellent communication, facilitation, and presentation skills; ability to influence stakeholders in a matrix environment; flexibility to work outside of regular business hours to support a 24 x 7 x 365 contact centre environment
Assets: Lean Six Sigma and/or Business Process Management certification; experience in contact centre (24 x 7 x 365) and/or public sector regulatory agencies; understanding of gaming, entertainment, or similar industry
Collaboration & Fun: inclusive and collaborative work style while creating fun and excitement in our work
Integrity and Trust: do what's right and operate with transparency and openness
PERKS OF JOINING OUR TEAM
Part of a Bigger Picture: socially responsible company that gives back all its profits to the province and people of Ontario
Flexible Work Environment: to help balance both work and life
You Matter: family friendly work practices and hybrid work
Freedom to Innovate: supports new and better ways to be successful
Be your Authentic Self: environment that values diversity as a source of strength
Learning Galore: 24-7 access to robust online learning programs
Public Service Pension Plan: participate in a major defined benefit pension plan sponsored by the Government of Ontario
Variable Pay Program: performance-based incentives to share in our success (Permanent OLG Employees Only)
Learn about OLG – GAME ON!
OLG’s purpose is to contribute to a better Ontario by delivering great entertainment experiences for our customers. We are a multi-billion-dollar organization with a wide array of business lines including, lottery, land-based casinos, digital lottery and casino, horseracing, and charitable gaming. OLG is amidst a massive transformation focusing on being customer obsessed and bringing our digital business to a whole new level.
The key to our success is our people. Our culture will be grounded in true, positive partnerships that embrace trust, clarity, and openness in all that we do. We are supporting and empowering employees and teams across the organization through greater accountability, leadership development and growth opportunities. OLG is embracing more flexible work options and family friendly work practices including hybrid work.
Equity, diversity, and inclusion are essential elements of our culture and cornerstones of the Five Truths that OLGers Live by. At OLG, our employees have the space to be themselves and use their perspectives and skills to benefit the people and the Province of Ontario.
While we are re-shaping and growing our business, we are unwavering when it comes to living our purpose, and ensuring our business delivers meaningful benefits for the people of Ontario. OLG’s net profits are reinvested back into the province, contributing to the quality of life for Ontarians.
To learn more about OLG go to our website at
We look forward to hearing from you, interested applicants please apply online by January 6, 2025.
OLG is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please contact Human Resources at [email protected] if you require accommodation at any time throughout the hire process.
We thank you for your interest in this opportunity; however only those individuals selected for an interview will be contacted.
Personal information is collected by the Ontario Lottery & Gaming Corporation (OLG) and/or its third party service provider(s) under the authority of the Ontario Lottery and Gaming Corporation Act, 1999, SO 1999, c 12, Sch L and the Employment Standards Act, 2000, S.O. 2000, c. 41 (as amended) and will be used for the purpose of determining qualifications for employment with OLG and for recruitment modernization initiatives. The information will be managed in accordance with all applicable laws, OLG’s Protection of Privacy Policy (the Policy) and related policies and procedures. For any questions about this collection, please contact [email protected], 800-70 Foster Drive, Sault Ste. Marie, ON, P6A 6V2.
