Assistant Manager – Call Center

Wynn Resorts•Everett, MA

2d•Onsite

About The Position

Encore Boston Harbor is a luxury global destination gaming resort featuring 671 hotel rooms, an ultra-premium spa, luxury retail, high-end dining, and state-of-the-art ballroom and meeting spaces. It is the largest private single-phase development in the history of the Commonwealth, situated on the waterfront along the Mystic River and connected to Boston Harbor. The resort includes a six-acre park along the water with a harborwalk, an events lawn, public viewing areas, ornate floral displays, and retail and dining experiences overlooking the Encore Harbor Walk. The Assistant Manager – Call Center will be responsible for assisting with the management of Room Reservations and PBX (phone line management) at the Integrated Call Center. These operations include, but are not limited to: Room Reservations, Restaurant Reservations, Spa & Salon Reservations, PABX/Guest Services, Specialty Reservations, and Advanced Room and Restaurant Deposits and show bookings. The Call Center Assistant Manager will oversee call center team members. Responsibilities include supporting the management of the call center strategy, maximizing opportunities for departmental and company success, maintaining all Encore Standards, and ensuring excellent guest and team member experience.

Requirements

21 years of age or above.
Will be required to obtain and maintain registration or a license issued by the Massachusetts Gaming Commission.
High school degree or equivalent required.
Minimum 3 years of call center experience.
1 year in a leadership role required.
General computer skills.
Basic knowledge of Microsoft Office required.
Experience with planning and project management.
Outstanding organizational, interpersonal, and administrative skills.
Excellent attention to detail.
Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents.
Ability to respond to common inquiries from other employees or guests.
Fluency in English.
Ability to write detailed instructions and correspondence.
Ability to effectively present information in one-on-one and group situations.
Ability to compute basic mathematical calculations.
Ability to decipher various reports and create and maintain reports upon request.
Ability to define problems, collect data, establish facts, and draw valid conclusions.

Nice To Haves

Bachelor’s Degree in a related field or equivalent experience preferred.
Knowledge of union as well as non-union working environments preferred.
Prior knowledge of the following systems is preferred: FCS, Kronos, BirchStreet, AVPM, Medallia (Guest Survey), GoConcierge, and Opera.
Second language a plus.

Responsibilities

Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied.
Participate in the execution of short-and long-term departmental goals, objectives, policies, and operating procedures; monitors and evaluates operational effectiveness; effects changes required for improvement.
Identifies key drivers of success.
Assists in the management of day to day activities to maintain departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.
Assists in the management and the performance of team members under his/her area of responsibility.
Monitors all activities of the department to ensure that all applicable internal policies, federal and state laws, rules, regulations and controls property wide are enforced.
Assists management to ensure department delivers and maintains a maximum level of property-wide service and satisfaction.
Facilitates communication throughout the property by organizing and presiding over regularly scheduled meetings with all team members within the department and with other departments as appropriate to ensure property wide communication.
Assists in the hiring, performance management, and employee engagement within the department.
Provides training opportunities, constructive and positive feedback at all levels.
Creates a motivating environment.
Keeps informed of all new developments within the department and makes recommendations designed to maximize department and company success.
Effectively manages internal and external guest relations, some of which will require levels of patience, tact and diplomacy.
Responsible for addressing guest and team member issues as appropriate.
Manages multiple priorities simultaneously and meets deadlines, often in stressful and high-pressure situations.
Must have the ability to promote positive, fair, and ethical relations with all team member, with all Encore contractors, and in all interactions within the Host and Surrounding communities, as an ambassador of the Encore brand.
Understands and is well versed in the resort, hotel features, and services including all outlets, hours of operation, actives, and events available to guests.
Responsible for training Guest Service Attendants and Sales & Marketing Agents.
Manages quality control for call center interactions; maintains all call center standards.
Manages the daily call center operations.
Provides support to Guest Service Attendants and Sales & Marketing Agents.
Assists in the hiring, onboarding, training and evaluation of call center team members.
Works with safety as a priority, and follows department and company safety standards.
Maintains relevant knowledge of industry through continuing education and training.
Performs any other job-related duties as assigned.