Tel Sell Lead
Allwyn North America • Springfield, Illinois, United States
Posted: April 22, 2026
Job Description
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
Additional Content
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