Contact Center Supervisor

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Contact Center Supervisor

Description:

To oversee the call center. Responsible for a high level of guest service as described in your departments guest service standards.

RESPONSIBILITIES

• Hire, schedule, train, coach, evaluate staff, complete payroll and conduct performance reviews

• Direct daily work activities and inspect completed work for conformance to standards

• Develop, implement and ensure high standards of telephone etiquette and professionalism

• Handle guest questions, concerns, complaints and discrepancies

• Be knowledgeable about and provide guests with information regarding casinos events, general property amenities, and dinning / hotel reservations

• Adhere to yield management principles and decisions

• Assist staff with making reservations, accepting deposits and authorizing credit cards

• Maintain knowledge and proficiency on the day-to-day Call Center operations

• Provide support at guest events and promotions as requested

QUALIFICATIONS

Required

• High School Diploma/GED or equivalent experience
• 2 year supervisory experience with 5+ staff preferably in casino industry
• 2 years hospitality or customer service experience

Skills

Required:

• Accurate and detail-oriented

• Highly organized and ability to adapt quickly to changing priorities

• Strong computer skills Microsoft Office (Word, Excel and Outlook) and Windows

• Excellent written, verbal and interpersonal communication skills

• General working knowledge of office equipment and practices

• Excellent problem solving skills

NOTE: A Resume is required for this job.