VIP Shift Manager

Mohegan Sun Uncasville , CT 06382

Posted 7 days ago

Position Summary:

This position is responsible for supervising the daily operations of the Contact Center and interaction with external and internal guests.

Primary Duties and Responsibilities:includes but not limited to:

Responsible for daily operation of the Contact Center, proper workforce management and achieving and reporting service level standards for their respective shift
Plans, supervises and evaluates work flow to meet operational service standards
Conducts quality assurance monitoring and administers employee performance evaluations
Supervises the day-to-day operation of the Mohegan Sun's in-bound sales and property information services Develops staff schedules for respective shifts in order to meet forecasted in-bound call volume
Monitors and reports on staff attendance, work readiness and call flow
Communicates material changes in key performance indicators (KPI) to senior management to aid in yield and revenue management of rooms, arena and special events
Evaluates rated play and works closely with Player Development, Executive Hosts, Hotel Operations, Revenue Management and senior management to make hotel and event criteria decisions
Interacts with Executive and Tribal offices for all booking requests
Monitors databases for completion of all reservations requests in a timely manner
Resolves all contact center scheduling issues, administers counseling and documents attendance
Monitors interaction between staff and callers to insure quality assurance standards are met
Performs and documents bi-weekly quality assurance employee checks
Develops and reviews performance reports, identifies areas of improvement and implements measures to improve performance levels and meet objectives
Facilitates the interviewing and hiring of assigned staff members

Responsible for solving complex customer issues when escalation is necessary during their assigned shift
Responsible for the accuracy and timeliness of information contained in the Property information screen and internal SharePoint site

Secondary Duties and Responsibilities:

Maintains equipment readiness by communicating issues to the IT Help Desk and escalating issues when necessary
Approves or denies hotel room requests when a sold out status is in effect

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VIP Shift Manager

Mohegan Sun