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IGT Call Center Team Lead in Providence, Rhode Island

Call Center Team Lead


Providence, RI, US, 02905

Requisition ID: 1495

IGT is the global leader in gaming. We enable players to experience their favorite games across all channels and regulated segments, from Gaming Machines to Lotteries to Interactive. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world, and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has over 12,000 employees.


The Call Center Team Lead will monitor and respond to service levels, escalate issues, and serve as a resource for both employees and customers as needed Serve as acting supervisor and coach employees as needed.

The Call Center is a 365 day 24x7 environment. The schedule for this position is4:30PM-1:00AM, days off are negotiable.

  • Immediate resource for the escalation of client and player issues requiring a higher level support.

  • Research and follow-up on repairs and restoration of service with customers.

  • Takes actions as needed to address low service levels.

  • Assist supervisors in the tracking of utilization and productivity.

  • Interfaces with customers directly.

  • Participate on conference calls held between the B2C and our customers.

  • Work side-by-side with Call Center Associates to assist and/or coach them with complex player and customer service issues.

  • Conduct and complete cross training for Call Center Associates as needed.

  • Perform QAs.

  • Takes calls as needed.

  • Serve as acting supervisor in Supervisor’s absence.

  • Provide Level I Coaching/Feedback to Associates

  • Assist with Phone Screening/Interviews and Hiring

  • Provide cross-functional support to multiple NRC locations/Sites

  • Performs other job duties as required



  • High School degree or equivalent; associates degree preferred.


  • 4 - 6 years of related experience is required.

IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged. IGT is an equal opportunity employer. We provide equal opportunities without regard to sex, race, color, religion, age, national origin or ancestry, disability, veteran status, sexual orientation, genetic information, gender identity or expression, and any other personal attributes protected by federal, state, or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.

In addition to our competitive benefits package, we offer employees a 401(k) Savings Plan with Company contributions, tuition reimbursement, and free identity theft insurance.