Assistant Call Center Manager - Palace

Station Casinos • Las Vegas, NV

7d

About The Position

The Assistant Call Center Manager is responsible for practicing, supporting, and promoting Station Casinos’ company-wide culture. The role serves as a liaison between the Central Reservation Department and other multi-property departments, and as the first point of contact for Reservations Agents. The position tracks and reports department KPIs, informs management of deviations from accepted productivity standards, and serves as a role model and leader for agents.

The Assistant Call Center Manager creates, maintains, and distributes reports requested by management; reviews, corrects, and approves payroll; and assists with responding to and handling email sent to the Central Reservation Supervisor or STN Reservation inboxes. Other job-related duties may be assigned.

Requirements

• Ability to communicate effectively with guests, team members, and management.
• Ability to remain stationary at a designated workstation for periods exceeding eight hours.
• Excellent oral communication skills, strong interpersonal skills, and professional behavior to effectively handle all issues, including sensitive matters.
• Ability to handle multiple task assignments and prioritize accordingly.
• Ability to become proficient with department technology and demonstrate strong overall computer skills.
• At least one year of work experience in a customer service position is preferred, preferably within the hospitality industry or call center operations.

Nice To Haves

• Customer service experience, preferably in hospitality or call center operations.

Responsibilities

• Serve as a liaison between the Central Reservation Department and other multi-property departments.
• Act as the first point of contact for Reservations Agents.
• Track and report department KPIs and inform management of deviations from accepted productivity standards.
• Serve as a role model and leader for agents.
• Create, maintain, and distribute reports requested by management.
• Review, correct, and approve payroll.
• Assist with responding to and handling email sent to the Central Reservation Supervisor or STN Reservation inboxes.
• Perform other job-related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed