Call Center Supervisor

Gaming Enterprise•Prior Lake, MN

1d•Onsite

About The Position

Supervises Call Center shift operations to ensure staff is routing incoming/outgoing telephone calls and answering guest questions accurately and timely according to the department’s high guest service standards and performance requirements. Empowers the future by leading the work that coordinates call center workflow/activities to achieve expected volume. Intercedes on incoming telephone calls with difficult guests and/or calls requiring in-depth knowledge or assistance. Monitors calls to ensure that performance standards are being met. Maintains scheduling, department orientation, and training for all call center team members. Coaches team members to ensure a pleasant guest experience and effective operations within a fast paced, high-volume environment. Provides guidance and direction to team members including setting performance standards. Interviews, selects, hires and promotes team members. Completes performance appraisals and administers disciplinary action and maintains team member performance notes. Provides call center operations information to team members in a timely manner. Keeps current with all casino and hotel promotions. Ensures that shift checklists and call center reports are being completed on a daily basis. Monitors, audits and balances multiple systems for the department. Conducts daily system audits to ensure accurate inventory of rooms and promotional offers (CIC, Opera, Myfidelio, and CMP). Conducts daily shift meetings. Communicates call center information to affected departments. Finalizes group preparation according to their resume.

Requirements

A combination of post-high school education and/or call center, hotel or leadership experience in a guest/client focused environment to equal 1 year.
Must be able to read, write, and speak English clearly.
Must be able to type 35 wpm.
Ability to communicate with a diverse population.
Proficient in word-processing, spread sheets, presentations, data base and electronic software.

Responsibilities

Coordinates call center workflow/activities to achieve expected volume.
Intercedes on incoming telephone calls with difficult guests and/or calls requiring in-depth knowledge or assistance.
Monitors calls to ensure that performance standards are being met.
Maintains scheduling, department orientation, and training for all call center team members.
Coaches team members to ensure a pleasant guest experience and effective operations within a fast paced, high-volume environment.
Provides guidance and direction to team members including setting performance standards.
Interviews, selects, hires and promotes team members.
Completes performance appraisals and administers disciplinary action and maintains team member performance notes.
Provides call center operations information to team members in a timely manner.
Keeps current with all casino and hotel promotions.
Ensures that shift checklists and call center reports are being completed on a daily basis.
Monitors, audits and balances multiple systems for the department.
Conducts daily system audits to ensure accurate inventory of rooms and promotional offers (CIC, Opera, Myfidelio, and CMP).
Conducts daily shift meetings.
Communicates call center information to affected departments.
Finalizes group preparation according to their resume.