Call Center Team Lead Location: RI Statewide, RI, US Requisition ID: 18942 Brightstar is an innovative, forward-thinking global leader in lottery that builds on our renowned expertise in delivering secure technology and producing reliable, comprehensive solutions for our customers. As a premier pure play global lottery company, our best-in-class lottery operations, retail and digital solutions, and award-winning lottery games enable our customers to achieve their goals, fulfill player needs and distribute meaningful benefits to communities. Brightstar has a well-established local presence and is a trusted partner to governments and regulators around the world, creating value by adhering to the highest standards of service, integrity, and responsibility. Brightstar has approximately 6,000 employees. For more information, please visit www.brightstarlottery.com .Global Leader in Lottery Solutions | Brightstar LotteryDiscover Brightstar Lottery, the global leader in lottery innovation. Safe, secure, and engaging solutions that benefit communities and meet player needs. **Responsibilities** **YOUR PLACE IN THE BRIGHTSTAR STORY** As a Call Center Team Lead, you play a central role in supporting Brightstar’s National Retailer Call Center by serving as a trusted subject matter expert and day-to-day leader for associates. This role exists to strengthen service quality, reinforce consistent procedures, and elevate the overall associate and retailer experience. By partnering closely with supervisors and managers, the Team Lead supports performance, development, and engagement while contributing to a culture of accountability, collaboration, and continuous improvement across the NRC. **YOUR ROLE IN THE BRIGHTSTAR UNIVERSE** + Serve as a subject matter expert across all NRC business lines and act as a real-time resource for associates while they are handling calls. + Monitor Microsoft Teams chat channels to answer questions and provide timely guidance that supports accurate and effective call resolution. + Conduct monthly team meetings and reinforce ongoing communication, procedural clarity, and associate engagement. + Ensure associates are informed of process and policy updates and distribute reminders or follow-up communications as needed. + Support supervisors with performance tracking, monitoring, and evaluation, and escalate operational or performance concerns with context and recommended resolution options. + Respond to escalated calls and coordinate directly with site liaisons or Field Service Managers to drive timely resolution. + Assist supervisors with associate coaching and development, including drafting and, when appropriate, delivering corrective feedback or Performance Improvement Plans. + Conduct retailer skill training and refresher sessions as needed. + Perform monthly quality evaluations and provide clear, actionable feedback to associates. + Take calls when operational needs require additional coverage. + Assist with recruiting overtime during peak or critical periods. + Serve as acting supervisor during supervisor absences. + Support hiring efforts through phone screenings, interviews, and onboarding activities. + Provide cross-functional support across multiple NRC locations or sites. + Contribute to a positive, inclusive work environment that encourages high performance, accountability, and teamwork. + Perform other job-related duties as assigned to support operational success. **Qualifications** **YOUR STAR QUALITIES** Education + High school diploma or equivalent is required. + Associate degree or higher is preferred. Experience + Two to four years of related call center or customer service experience. + Prior experience in a lead, senior associate, mentoring, or informal leadership role is strongly preferred. Skills and Other Qualifications + Strong communication skills with the ability to provide clear guidance and constructive feedback. + Demonstrated ability to manage multiple priorities in a fast-paced environment. + Sound judgment and the ability to partner effectively with supervisors and leadership. + Experience supporting quality programs, training initiatives, or performance management within a call center environment is a plus. **Success Profile** • Leading Complexity • Leading People • Leading the Business • Leading Self At Brightstar, we consider a wide range of factors in determining compensation, including background, skills, experience, and work location. These factors can cause your compensation to vary. The estimated starting compensation range for this role is $20.00 – $27.00 /hr. The actual pay offered may be higher or lower. The Company complies with all local pay requirements and collective bargaining agreements, where applicable. Base pay is one part of our Total Rewards program. Non-exempt roles are eligible for irregular discretionary bonuses. In addition, we offer employees a 401(k) Savings Plan with Company contributions, health, dental, and vision insurance, life, accident, and disability insurance, tuition reimbursement, paid time off, wellness programs, and identity theft insurance. Note: programs are subject to eligibility requirements. All Brightstar employees have a role in information security. Annual training will be assigned and required as appropriate. IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, and to 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 race, color, religion, gender, sexual orientation, gender identity, gender expression, pregnancy, marital status, national origin, citizenship, covered veteran status, ancestry, age, physical or mental disability, medical condition, genetic information, or any other legally protected status in accordance with applicable local, state, federal laws or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.