Call Center Supervisor

Soboba Casino San Jacinto , CA 92582

Posted 2 months ago

Summary

Responsible for the successful overall management of the PABX, to ensure that phone calls are answered and connected in a timely manner, and that accurate general information is available and offered to callers. Be sure that all team members are well versed in hotel reservations and the player club.

Duties/Responsibilities

  • Maintains appropriate staffing levels in PABX, by interviewing, selecting, training, scheduling, evaluating, promoting, disciplining and terminating Employees, as needed.

  • Supervises the activities of all PABX Operators, to ensure prompt, efficient service is given in receiving and distributing calls, paging, and messages.

  • Updates telephone directory for the properties PABX as needed, and maintains current internal phone directories.

  • Trains and directs PABX Operators in proper emergency procedures, and supervises the PABX Operators in administering same in a calm, efficient manner.

  • Effectively resolves problems within the PABX Division, as well as minor customer conflicts/complaints, in a fair and equitable manner.

  • Assists with phone repairs, ordering of equipment, moves and changes, as necessary; assures that all equipment functions properly; advises PABX staff of any technical problems with systems on property.

  • Facilitates the flow of information, by organizing and presiding over regularly scheduled meetings with all PABX Employees.

  • Held accountable, to a high degree, for the accuracy and thoroughness of departmental records

  • Responsible for maintaining a consistent, regular attendance record.

  • Responsible for training all team members in proper use of PMS and Player tracking.

  • Must be physically present to work a regular, reliable, and predictable work schedule in accordance with business demands, and maintain a consistent and regular attendance record.

  • Perform special projects and other responsibilities, tasks, or duties as requested.

Supervisory Responsibilities

  • Manage hiring, training, scheduling, evaluating, counseling, disciplining, motivating, and coaching employees.

  • Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.

  • Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.

  • Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs.

  • Speak with others using clear and professional language.

  • Develop and maintain positive working relationships with others; support team to reach common goals.

Performance Requirements

  • To perform this job successfully, an individual must be able to satisfactorily perform job duties, demonstrate excellent work habits, deliver superior service to internal and external guests, exhibit the highest degree of professionalism, ethics, and integrity, and comply with all governing policies and procedures.

  • Employ positive communication skills and exercise professional interpersonal abilities (tact, diplomacy, and respect) with guests and co-workers at all times.

  • Maintain a high degree of professionalism in the workplace, including appearance, communication, attendance, reliability, and teamwork.

  • Maintain a high level of organization, including an orderly and neat work area and excellent time management skills, leading to the highest levels of productivity.

  • Demonstrate a desire to succeed and willingness to help others succeed.

  • Understand the role and responsibilities of the position and demonstrate proficiency in the position requirements.

  • Demonstrate support and comply with all Safety program elements including: adherence to policies, exercise of safe work practices, participation in training, use of protective equipment, and reporting all safety concerns, hazards, and non-compliant practices.

  • Participate in open communication and provide feedback to management regarding operations, staffing, personal development, and operational productivity.

  • Serve as a contributing Team Member of the Soboba Band of Luiseo Indians enhancing the Casino's operations in all its business endeavors.

Education / Qualifications

  • Must be at least 21 years of age.

  • High School Diploma or GED equivalent, required.

  • Proven experience as Call Center Supervisor or similar supervisory position.

  • Experience in customer service is essential.

  • Proficient in English; Good knowledge of additional languages will be a definite plus.

  • Working knowledge of MS Office.

  • Tech savvy with knowledge of telephone equipment and relevant computer programs.

  • Knowledge of performance evaluation procedures.

  • Outstanding communication and negotiation abilities.

  • Excellent organizational and leadership skills.

  • Ability to work under pressure.

  • Must be able to provide evidence of eligibility to work in the United States of America.

Certificates, licenses and registration

  • Ability to obtain and maintain a valid Soboba Tribal Gaming Commission license.

  • Required to submit to and obtain negative results on all drug and/or alcohol testing.

Soboba Casino Resort Benefits

Full-time team members are eligible to participate in a variety of group health and wellness benefits upon timely submission of appropriate enrollment forms. Coverage effective dates vary by plan and additional information will be provided to you during New Hire Orientation. Benefit offerings may change from time-to-time, but presently, Soboba Casino resort offers the following:

  • 401k Plan

  • Basic Life Insurance employer paid ($20,000) with the option to purchase Supplemental Life Insurance

  • Medical, Dental & Vision paid for the employee

  • Employee Assistance Program

  • Wellness Program (Annual Health Fair, Wellness Education, and Incentive Programs)

  • Paid Time Off

Soboba Casino Resort Team member Recognition including, but not limited to:

  • Reward and Recognition Program (Quarterly, and Annually)

  • Team member Incentives

  • Free Team member meal

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Call Center Supervisor

Soboba Casino