Supervisor, Customer Care

Hard Rock Hotel & Casino Ottawa

5d•Hybrid

About The Position

Seminole Hard Rock Support Services provides worldwide support to hotels, casinos, and cafes for Seminole Gaming and Hard Rock International. The Customer Care Supervisor leads a team of 10–14 agents handling multiple interaction types (phone, email, chat, and/or digital) across multiple sites. This role is accountable for team performance (quality, schedule adherence, attendance, and service level), provides coaching and career development, and serves as the first point of escalation and shift leader to ensure consistent, compliant guest service.

Requirements

2+ years’ experience supervising teams in an inbound contact center (multi-channel preferred).
Working knowledge of property management, reservations, and player tracking systems (e.g., LMS, CMP, SHR) and proficiency with Microsoft Office.
Strong written and verbal communication skills; ability to observe floor/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 (walking/standing) and complete administrative work (keyboarding, screen time, phone use).

Nice To Haves

Casino industry and/or start-up contact center experience preferred.

Responsibilities

Lead, coach, and develop a team of Customer Care agents across channels and sites; set clear expectations and reinforce company culture and values.
Own team results: quality, productivity, adherence, attendance, and customer experience; recognize performance and address gaps with coaching and corrective action when needed.
Provide real-time shift leadership: monitor service levels and queues, make schedule/skill adjustments, and coordinate coverage to meet targets.
Serve as first-level escalation for complex guest/host issues; drive front-line recovery when satisfaction is at risk.
Support hiring, onboarding, and ongoing training; partner 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 consistent policy, privacy, and regulatory compliance (including Gaming Commission requirements); promptly escalate ethics concerns via management and/or the Ethics Hotline.
Promote responsible gaming and responsible alcohol service by escalating concerns to appropriate management.