Outbound Call Supervisor

Hard Rock Hotel & Casino Ottawa

About The Position

Seminole Hard Rock Support Services provides worldwide support to hotels, casinos, and cafes for Seminole Gaming and Hard Rock International. The Unity Outbound Call Supervisor leads 10–14 agents who solicit casino players from designated segments across multiple sites. The supervisor is accountable for team quality, schedule adherence, attendance, service levels, productivity, and guest experience. The role provides coaching and career development, leads shifts, handles first-level escalations, and ensures consistent, compliant guest service.

Requirements

At least 2 years of experience supervising teams in an inbound or outbound contact center; multi-channel experience preferred.
Working knowledge of property management, reservations, and player tracking systems, such as LMS, CMP, SHR, or Salesforce.
Proficiency with Microsoft Office.
Strong written and verbal communication skills.
Ability to observe floor and queue trends and recommend practical improvements.
Understanding of skill-based routing and real-time contact center management.
Proven ability to lead, motivate, coach, and manage performance in a customer-focused environment.
Ability to work on the floor for extended periods, including walking and standing, and to complete administrative work involving keyboarding, screen time, and phone use.

Nice To Haves

Casino industry experience.
Start-up contact center experience.

Responsibilities

Lead, coach, and develop Customer Care agents across channels and sites, setting expectations and reinforcing company culture and values.
Own team performance, including quality, productivity (calls made and bookings), schedule adherence, attendance, and customer experience; recognize strong performance and address gaps through coaching or corrective action.
Monitor service levels and queues in real time, adjust schedules and skills, and coordinate coverage to meet targets.
Serve as the first-level escalation point for complex guest or host issues and drive front-line service recovery when satisfaction is at risk.
Support hiring, onboarding, and ongoing training, partnering with Quality/Training and Workforce Planning to maintain consistent standards and performance.
Collaborate with internal departments and vendors to optimize contact center resources and resolve operational issues.
Ensure compliance with policies, privacy requirements, and regulations, including Gaming Commission requirements; promptly escalate ethics concerns through management and/or the Ethics Hotline.
Support Team Members working onsite and remotely.