Operations Lead Specialist

Mohegan Sun • Montville, CT

1d

About The Position

This position assists with overseeing the daily activities of dispatchers and ensures compliance with company policies and procedures, regulations, and internal controls. The role communicates maintenance work orders and emergency calls, dispatches departments for assistance or guest enhancement, and maintains accurate work order logs and required paperwork. It also assists with hiring, training, scheduling, and evaluating dispatching staff, and mentors and coaches employees to support superior customer service.

The Operations Lead Specialist interacts with operating departments to ensure information flows properly across the company, answers phones, and provides professional customer service and information about the property to internal and external guests. The work takes place in a fast-paced office environment with frequent interruptions and requires sitting in front of a computer screen for extended periods. Various shifts and flexible hours are required.

Requirements

• High school diploma or equivalent.
• Two years of experience as a supervisor or lead in a high-volume, complex casino environment.
• One year of experience as a Dispatcher.
• Ability to type 30 words per minute.
• Excellent written and verbal communication skills.
• Excellent organizational and multitasking skills.
• Intermediate knowledge of Word, Excel, and Outlook.
• Ability to make on-the-spot decisions with little or no information or guidelines available.
• Ability to respond to emergency situations with ease.
• Must attend all appropriate Human Resources Supervisor Training classes.
• Knowledge of ACSC, STM, HOTSOS, ITRAK, and Maintenance Connection systems.
• Understanding of Ascent, EmpowerTime, and Manager Self Service systems.
• Knowledge of the casino complex layout, including the exterior of the building.
• CPR, First Aid, and Bloodborne Pathogen certified.
• SMART alcohol awareness.

Responsibilities

• Communicate maintenance work orders and emergency calls to staff and direct incoming radio or phone calls to the appropriate personnel.
• Dispatch multiple departments for assistance or guest enhancement.
• Ensure work order logs are accurate and up to date.
• Assist with hiring, training, scheduling, and evaluating dispatching staff, ensuring they meet departmental standards.
• Provide exceptional customer service to internal and external guests, maintain a professional demeanor, and provide information about the property.
• Interact with operating departments and ensure the proper flow of information between all levels of the company.
• Assist with answering phones, dispatching, and logging work orders and activities.
• Maintain logs and required paperwork.
• Meet with, mentor, and coach staff to ensure superior customer service.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED