Overview
Gaming Inspector Jobs in Glendale, AZ at Tohono O’odham Nation
POSITION SUMMARY
Lead, coach and train surveillance operations employees while assisting in the overall success of the department. Provide initial on-boarding and skills training as well as reinforcement training. Communicates updated protocols, best work practices and departmental updates to employees. Coach and motivate team members and assess performance. Provide customer support and assistance to management, including peer coaching, ensure proper workplace protocol, and apprise management on team performance. This is a full-time position. Hours of work and scheduled days are subject to the needs of the business. Hours beyond normal business hours will be required to fulfill the duties associated with this role. The capacity to support random shifts to accommodate all employees in a 24×7 environment is required.
ESSENTIAL FUNCTIONS
Reasonable Accommodations Statement
To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.
Essential Functions Statement(s)
Lead, coach, and train the Surveillance Operations staff to provide industry leading support and an enhanced customer experience.
Monitor service level performance and queue management and deploy appropriate mitigation strategies to ensure optimal service delivery
Drive goals/metrics for performance and quality assurance.
Monitor employee performance and productivity to provide constructive feedback and coaching.
Manage workload, ready to assist the team with escalations, as needed, to meet SLAs.
Resolve customer complaints/problems.
Plan and conduct training of new employees in the department. Plan and conduct 1:1 coaching/training for employees on Performance Improvement Plans (PIP).
Revise/update training material and assist in revisions for other departments.
Reinforce new hire training and train the Team on new processes or procedures. Mentor new hires and Team members through coaching and leading by example.
Ensure Team members understand their duties, responsibilities and delegated tasks.
Perform random Quality Audits to ensure Dispatchers are in compliance with required standards.
Manage team schedules including breaks and lunches to ensure coverage.
Ensure employee adherence to company policies and procedures and recommend disciplinary action, as needed.
Perform Dispatcher duties, as needed, to meet SLAs. Perform other duties and projects as assigned.
Perform all work-related activities in a safe manner consistent with Pro-Vigil’s zero accident policy.
Maintain a positive, cheerful and ethical attitude. Foster an environment of open communication and inclusion.
Exhibit a high level of initiative and work ethic. Attendance, adherence and compliance with company policy.
Be punctual and responsive to internal and external requirements.
POSITION QUALIFICATIONS
Competency Statement(s)
Relationship Building – Ability to effectively build relationships with customers and co-workers. Ability to tactfully approach others, react well under pressure, treat others with respect and consideration.
Customer Oriented – Ability to take care of the customers’ needs while following company procedures.
Communication – Ability to communicate effectively with others using the spoken word. Ability to write clearly and informatively. Present numerical data effectively. Ability to read and interpret written information.
Problem Solving – Identify and resolve problems promptly. Gather and analyze information and develop alternative solutions.
Ethics – Treat employees and customers with respect. Work with integrity and uphold organizational Svalues.
Strategic Planning – Ability to develop and create a culture in which the long-range goals can be achieved. Analyze market and competition and adapt strategy to changing conditions.
Accountability – Ability to accept responsibility and account for own actions.
Diversity – Show respect and sensitivity for cultural differences. Promote a harassment-free environment and build a diverse workforce.
Decision Making – Ability to make critical decisions while following company procedures.
Coaching and Development – Ability to provide guidance and feedback to help others strengthen specific knowledge/skill areas.
Change Management – Display original thinking and creativity. Develop innovative approaches and ideas and generate suggestions for improving work.
Business Acumen – Ability to grasp and understand business concepts and issues.
SKILLS & ABILITIES
Education:
High School diploma (required); AA/AS/BA (preferred).
Experience:
2-3 years prior experience working in a comparable role in a similar industry is required.
Computer Skills:
Ability to use personal computer and software such as Google suite, Microsoft (Excel, Word, Outlook, etc.), email.
Other Requirements: Ability to obtain and maintain a Texas Department of Safety Alarm Monitoring License.
PHYSICAL DEMANDS DEFINITION
N (Not Applicable)
Activity is not applicable to this position.
O (Occasionally)
Position requires this activity up to 33% of the time (0 – 2.5+ hrs/day)
F (Frequently)
Position requires this activity from 33% – 66% of the time (2.5 – 5.5+ hrs/day)
C (Constantly)
Position requires this activity more than 66% of the time (5.5+ hrs/day)
Physical Demands
Lift/Carry
Stand
F
Walk
F
Sit
F
Manually Manipulate
O
Grasp
O
Reach Outward
O
Reach Above Shoulder
O
Speak
F
Climb
N
Crawl
N
Squat or Kneel
O
Bend
O
21-50 lbs
O
Push/Pull
21-50 lbs
O
Other Physical Requirements
None
WORK ENVIRONMENT
Office environment in a controlled atmosphere, warehouse environment in an uncontrolled atmosphere.
Title: Gaming Inspector
Company: Tohono O’odham Nation
Location: Glendale, AZ
