Who we are:

Allwyn is a multi-national lottery operator with leading market positions in Austria, the Czech Republic, Greece, Cyprus, Italy, the United Kingdom, and the United States.  Our primary focus is lotteries, helping them raise more for good causes.  We drive innovation, efficiency, and safety across our casual gaming entertainment platform in the quest for enhanced player engagement.

Allwyn North America is headquartered in Chicago, and currently operates the Illinois Lottery under a private management agreement while seeking other opportunities throughout the U.S.  We also provide products and services to lotteries and their players throughout Europe and the United States.

About the Team:
The Retail Sales team implements a comprehensive refresh of the in-store experience for both customers and consumers. 7000 retailers across Illinois receive transformational sales support reinforced by better products and better media advertising, resulting in a transformation of sales performance and overall brand image.  

Additionally, helps to establish the Illinois Lottery brand to be a champion of the people of Illinois, through delivering Fun Games, Create Winners, and Support Causes. Powering possibilities across the Illinois Lottery product portfolio is a key driver to delivering for the people of Illinois.

Position Overview:

Within Allwyn North America, the Tel Sell Lead will be responsible for developing, championing, and maintaining the retailer contact center and distribution operations by initiating, coordinating, and enforcing programs and procedures across the organization to continually improve the retail execution.  This position will support best practices to ensure an outstanding customer experience and establish the Illinois Lottery brand.

Responsibilities:

• Work cross-functionally with business, support, and product teams
• Implement and share best practices with peers
• Coaching, inspiring and motivating a sales team
• Assist in sales training, employee development and performance management
• Monitor and assist call center agents when prompted and carry out lead responsibilities in accordance with the organization’s policies and procedures.
• Monitor service calls to observe employee demeanor, technical accuracy and conformity to company policies;
• Respond to telephone inquiries and recommend corrective services to address customer needs and complaints;
• Studies and assist in standardizing procedures to improve efficiency for customers
• Manages difficult customer situations and responds promptly to customer needs while soliciting feedback to improve service;
• Speaks clearly, persuasively and professionally in positive and negative situations;
• Disciplined use of CRM system, communication and customer management
• Forecasting and workforce planning 
• Analyze call center data from multiple systems to identify sales trends and Tel Sell opportunities
• Regular reporting of KPI’s to directors 
• Performs other duties as assigned by Supervisor

• Associates degree or equivalent combination of education and relevant work experience
• 2+ years in Contact Center/Call Center; 1+ years in management or team lead role
• Must be able to speak English clearly and professionally;
• Must have demonstrated excellent interpersonal and communication skills;
• Ability to problem solve in a timely manner and develop alternative solutions;
• Proficiency with Microsoft Office (Word and Excel)
• Will be required to complete program update training, as warranted, and successfully implement that knowledge in day-to-day operations

Preferred:

• Ability to think and act independently to develop enhancements to current and future ways of working
• Previous experience of external agency and vendor management
• Competent with Google Suite
• Experience within CPG environments
• Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
• Operating rhythm with purposeful pace and agility
• Solution and action oriented

Working for Allwyn North America:

Our goal is to offer an inclusive work environment – where people can bring their best selves, and do their best work, every day, for the benefit of good causes.  While the main contribution of the Lottery to society is through the funds to good causes, at Allwyn we put our purpose and values at the heart of everything we do.  That’s why we have committed to an ambitious Social Value strategy, which is woven into the way we do business.  We believe that lotteries must serve everyone, not just those who play.  So, as an employee, a supplier, a retailer, or any of the stakeholders that we interact with, we will be supporting good causes.

Our Values are embedded in the design of our organization and our plans to expand across North America.

• We Do What is Right: By acting with integrity, making brave decisions, taking accountability, and accepting responsibility. 
• We Win Together: By working together as one team, always empowering our colleagues, valuing our differences, and respecting each other. We are always seeking opportunities to create business value while enjoying our work and having fun together.
• We Think Differently: By accepting feedback, listening to our peers, striving for improvement and always daring to innovate. We always deliver with passion and have broad horizons.

Moreover, we pledge to have the highest standards of respect, diversity, and inclusion and support and encourage our partners to do the same.  Allwyn North America is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Allwyn North America offers a competitive employee package, designed to attract top talent. Highlights include:

• Compensation:  Competitive salaries with the opportunity for annual bonuses.
• Healthcare Plans: Comprehensive medical, dental, and vision insurance options, including company contributions to Health Savings Accounts (HSAs).
• Retirement Savings: 401(k) plan with a company match of up to 6%.
• Insurance: Employer-sponsored life insurance, short-term disability, and long-term disability plans.
• Paid Time Off: Generous policy with up to 30 days per year based on tenure, company holidays, paid volunteer days, and paid parental leave.
• Additional Perks: On-site gym membership, wellness reimbursement, student loan repayment, and commuter benefits.