United Tote
Job Title
Hub Supervisor (Wed‑Sat 6:00am-4:30pm)
Location Louisville, KY, US, 40222
This position can be located in Louisville, KY or Portland, OR.
Company United Tote
Job Summary United Tote is a leading B2B technology and service provider for the pari‑mutuel gaming industry, backed by the legacy of Churchill Downs. As an entry‑level management role on the Central Operations Team, the HUB Shift Supervisor is responsible for overall proficiency and efficiency of the HUB operations team for the shift they lead. This role is team‑focused, customer‑focused, and productivity‑conscious. The HUB Shift Supervisor works on the Wednesday‑Saturday shift from 6:00am to 4:30pm.
Essential Duties and Responsibilities
Accountable for the day‑to‑day functions of the HUB operations center during the shift they lead, ensuring the HUB Operations team is appropriately staffed for the volume of calls, emails, and events and drives customer support excellence.
Acts as the point person for escalations during the shift, leading the team through the resolution of the escalation following established escalation protocols.
Responsible for training and development of staff at the HUB for the shift they lead.
Ensures staff results by communicating job expectations; planning, monitoring, and appraising job results; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards. Provides timely and actionable feedback to team members.
Manages HUB Key Performance Indicators (KPIs) to be used for HUB Operator scheduling, to monitor rep‑level performance of specific tasks and to identify rep‑level and departmental‑level development needs for the shift they lead. Responsible and accountable for operational targets and quality for the assigned shift.
Manages weekly and monthly reporting needed by HUB Manager to understand HUB performance, trends, and requirements.
Ensures HUB activities and operations are carried out in compliance with local, state and federal regulations and laws governing business operations for the shift they lead.
Participates in process improvement for all United Tote pari‑mutuel operations, including the establishing and maintaining of best practices.
Responsible for the timely preparation of paperwork requested by partners, auditors, and the corporate office, such as incident and trouble reports.
Executes the operational plan for special racing events and race‑day monitoring for HUB.
Performs other duties as assigned by management.
Supervisory Responsibilities High responsibility for supervising HUB employees, including team building, coaching, counseling, and discipline for the shift they lead. High responsibility in performance review, salary review, and career recommendation for the individual HUB operators on the shift.
Required Skills and Abilities
Must be at least 18 years of age with a high school diploma or GED.
Ability to obtain and maintain racing licenses as required by state law and pass a background check.
At least 2 years of leadership experience within a customer service call center environment.
Passionate problem solver with excellent troubleshooting skills and a can‑do attitude who can maintain a calm demeanor in stressful situations.
Independent self‑starter with proven self‑motivation and the ability to work professionally and collaboratively with others.
Excellent verbal and written communication skills and the ability to manage multiple or competing priorities with a proven ability to pay close attention to the fine details.
Instills a philosophy of teamwork for the entire staff.
Ability to work a flexible schedule including evenings, weekends and holidays as needed.
Proficient with Microsoft Office, especially Outlook, Excel and Word.
Education and Experience
B.S. Degree Preferred, 2 years of higher education or work experience substitute.
Some experience with configurations of consoles, routers, port servers, switches and printers.
Some travel may be required.
Physical Requirements & Working Conditions
Frequently required to sit, sometimes for prolonged periods while working at a desk, on the phone, and/or on the computer; type on a computer keyboard; use hands to finger, handle or feel; talk or hear; reach with hands or arms; walk or stand; and perform some repetitive motion activities.
Specific vision abilities required by this job include close vision, color vision, color differentiation, peripheral vision, depth perception, and ability to adjust focus.
Requires the ability to work effectively as part of a team and concentrate on a variety of details when faced with interruptions and changing work priorities.
Mental demands include anticipating and solving practical problems, reasoning, calculating figures and amounts, collecting, interpreting, and/or analyzing complex data and information, and drawing valid conclusions; interpreting procedures and policies; and meeting schedules in a dynamic and sometimes demanding work environment.
The noise level in this work environment is usually moderate. The work environment characteristics are representative of those an employee encounters while performing the essential functions of this job in a typical office environment.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.
Equal Opportunity Statement All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
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Location Louisville, KY, US, 40222
This position can be located in Louisville, KY or Portland, OR.
Company United Tote
Job Summary United Tote is a leading B2B technology and service provider for the pari‑mutuel gaming industry, backed by the legacy of Churchill Downs. As an entry‑level management role on the Central Operations Team, the HUB Shift Supervisor is responsible for overall proficiency and efficiency of the HUB operations team for the shift they lead. This role is team‑focused, customer‑focused, and productivity‑conscious. The HUB Shift Supervisor works on the Wednesday‑Saturday shift from 6:00am to 4:30pm.
Essential Duties and Responsibilities
Accountable for the day‑to‑day functions of the HUB operations center during the shift they lead, ensuring the HUB Operations team is appropriately staffed for the volume of calls, emails, and events and drives customer support excellence.
Acts as the point person for escalations during the shift, leading the team through the resolution of the escalation following established escalation protocols.
Responsible for training and development of staff at the HUB for the shift they lead.
Ensures staff results by communicating job expectations; planning, monitoring, and appraising job results; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards. Provides timely and actionable feedback to team members.
Manages HUB Key Performance Indicators (KPIs) to be used for HUB Operator scheduling, to monitor rep‑level performance of specific tasks and to identify rep‑level and departmental‑level development needs for the shift they lead. Responsible and accountable for operational targets and quality for the assigned shift.
Manages weekly and monthly reporting needed by HUB Manager to understand HUB performance, trends, and requirements.
Ensures HUB activities and operations are carried out in compliance with local, state and federal regulations and laws governing business operations for the shift they lead.
Participates in process improvement for all United Tote pari‑mutuel operations, including the establishing and maintaining of best practices.
Responsible for the timely preparation of paperwork requested by partners, auditors, and the corporate office, such as incident and trouble reports.
Executes the operational plan for special racing events and race‑day monitoring for HUB.
Performs other duties as assigned by management.
Supervisory Responsibilities High responsibility for supervising HUB employees, including team building, coaching, counseling, and discipline for the shift they lead. High responsibility in performance review, salary review, and career recommendation for the individual HUB operators on the shift.
Required Skills and Abilities
Must be at least 18 years of age with a high school diploma or GED.
Ability to obtain and maintain racing licenses as required by state law and pass a background check.
At least 2 years of leadership experience within a customer service call center environment.
Passionate problem solver with excellent troubleshooting skills and a can‑do attitude who can maintain a calm demeanor in stressful situations.
Independent self‑starter with proven self‑motivation and the ability to work professionally and collaboratively with others.
Excellent verbal and written communication skills and the ability to manage multiple or competing priorities with a proven ability to pay close attention to the fine details.
Instills a philosophy of teamwork for the entire staff.
Ability to work a flexible schedule including evenings, weekends and holidays as needed.
Proficient with Microsoft Office, especially Outlook, Excel and Word.
Education and Experience
B.S. Degree Preferred, 2 years of higher education or work experience substitute.
Some experience with configurations of consoles, routers, port servers, switches and printers.
Some travel may be required.
Physical Requirements & Working Conditions
Frequently required to sit, sometimes for prolonged periods while working at a desk, on the phone, and/or on the computer; type on a computer keyboard; use hands to finger, handle or feel; talk or hear; reach with hands or arms; walk or stand; and perform some repetitive motion activities.
Specific vision abilities required by this job include close vision, color vision, color differentiation, peripheral vision, depth perception, and ability to adjust focus.
Requires the ability to work effectively as part of a team and concentrate on a variety of details when faced with interruptions and changing work priorities.
Mental demands include anticipating and solving practical problems, reasoning, calculating figures and amounts, collecting, interpreting, and/or analyzing complex data and information, and drawing valid conclusions; interpreting procedures and policies; and meeting schedules in a dynamic and sometimes demanding work environment.
The noise level in this work environment is usually moderate. The work environment characteristics are representative of those an employee encounters while performing the essential functions of this job in a typical office environment.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.
Equal Opportunity Statement All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
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