Manager - Call Center

3 weeks ago

Dover, United States Bally’s Dover Full time
DescriptionMajor Focus
  • Manage the day-to-day operations of Call Center operations, - Reservations, PBX and all other services in a manner that promotes maximum productivity and efficiency in the handling of all customer inquiries/reservations.Essential Functions
    • Monitors day-to-day operation to ensure that the department is meeting goals, objectives, is following policies and procedures and is providing services effectively and efficiently; take corrective action as appropriate.
    • Supervises Call Center Staff handling calls ensuring that each are handled a per established guidelines; assist in the process, as necessary.
    • Maintain performance standards for all levels of customer contact center staff.
    • Review, investigate and prepare responses to guest complaints and compliments.
    • Develop and distribute inter-departmental memos, letter and daily correspondence.
    • Ensure that Call Center staff is well-informed and receives copies of all current promotions/events. Ensures that Agents are checking emails daily and are prepared for the current day.
    • Oversee the Event ticketing system. Ensure events are built, monitored, and closed in a timely manner.
    • Oversee scheduling of staff and work assignments.
    • Maintain a working knowledge of current reservations systems and call center software
    • Ensures that guest requests are completed within 10 minutes routinely.
    • Ensures that call center calls are tracked, recorded; identify and report trends
    • Provides support to others in the guest problem resolution process.
    • Monitors the number of calls in the cue to minimize the number of abandoned calls.
    • Schedules and facilitates departmental meetings on a regular or as needed basis.
    • Produces weekly schedule and coordinates break schedule for Agents.
    • Work with department supervisor(s) to develop monthly incentive plans and timelines.
    • Utilize symposium software to monitor efficiency of call center staff and to complete daily, monthly, and yearly call reports.
    • Interview, select, hire, and retain superior employees
    • Coaches, and counsels’ subordinate employees
    • Oversee and ensure the timely completion of employee evaluations
    • Conduct training with subordinates, both formally and informally
    • Observe Agent performance providing timely and effective feedback.
    • Ensures that Agents are maintaining a proper image regarding grooming and dress standards.
    • Issue discipline and terminates employees as appropriate
    • Reward and recognize superior performers
    • Oversee and ensure that employees work safely and follow all safety rules
    • Exercises considerable judgement in determining priorities, managing projects and assignments, delegating work, and overall accomplishment of goals and tasks.
    • Monitors labor resources to ensure maximum effectiveness in guest services while realizing full profit potential.
    • Manages departmental budget, maximizing revenue and controlling expenses as appropriate
    • Manages payroll and labor costs
    • Maintains relevant records and oversees the maintenance of records as appropriate for the department
    • Develops and implements strategic goals, objectives, and business plans for the department
    • Ensures compliance with relevant laws and regulations as well as company policies and procedures
    • Maintains up-to-date knowledge of industry and competition
    • Ensures effective communication within the department and company
    • Establishes and implements customer service standards
    • Holds subordinates accountable for established performance expectations
    • Motivates and develops staff; provides advice and guidance as appropriate
    • Assumes same job description as Assistant Manager, Supervisor, Lead Agents, and Agents Additional Functions
      • Perform other duties as assigned.
      • Represent Bally’s Dover in the most positive manner with guests, co-workers, managers and vendors. Requirements/Education
        • 3 – 5 years of management experience preferred
        • 2 years of experience supervising/managing a call center or in a customer service environment preferred
        • High school diploma, GED or equivalent work experience required, college is preferred
        • Must be proficient with Microsoft Office software.
        • Must be well versed in LMS, CMS and POS computer systems.
        • Must possess superior customer service and leadership skills
        • Must possess superior written and oral communication skills
        • Must be able to solve problems and deal with a variety of situations
        • Must present an overall professional appearance
        • Must be able to work weekends, holidays and nights as scheduled
        • Must be creative, able to express ideas, think out of the box and make recommendations regarding departmental practices.
        • Must be flexible in all situations, able to always maintain a professional and positive attitude.
        • Must be able to handle multiple assignments under time constraints.
        • Must be able to perform basic math calculations.
        • Must be able to conduct analyses and generate reports/graphs to reflect findings.
        • Must be able to set and achieve high standards of performance including confidentiality of all sensitive information.
        • Must be able to report to work on time as scheduled.
        • Must be able to successfully pass a background check.
        • Must present an overall professional appearance and report to work in appropriate attire.
        • Must be able to speak, read and write English Addendum To Job Description

          These are physical and mental requirements of the position as it is typically performed. Inability to meet one or more of these physical or mental requirements will not automatically disqualify a candidate or employee from the position. Upon request for a reasonable accommodation, the Company will review for reasonableness, depending on the requirement, the essential functions to which it relates, and the proposed accommodation. Physical Requirements

          X

          Seeing

          Pull ( pounds)

          Bend

          Color Perception

          Climb, Ascend/Descend (Stairs, Ladders)

          Stoop /Kneel /Crouch

          X

          Hearing / Listening

          Lift ( pounds)

          Taste

          X

          Clear Speech / Talking

          Carry ( pounds)

          Smell

          X

          Touching

          Drive (local / long distance)

          Repetitive Motion

          X

          Dexterity /Hand

          Ability to move Distances

          Run

          X

          Dexterity /Fingers

          X

          Stand for Extended Periods

          Reach (Above Shoulder)

          Push ( pounds)

          X

          Sit for Extended Periods

          Other: Mental / Reasoning Requirements

          X

          Reading – Simple

          X

          Writing – Simple

          Advanced Math Skills

          Reading – Complex

          Writing – Complex

          X

          Analysis / Comprehension

          X

          Clerical

          X

          Basic Math Skills

          X

          Judgment / Decision Making Work Environment

          X

          Shift Work

          Outside

          Pressurized Equipment

          X

          Works Alone

          Extreme Heat

          Moving Objects

          X

          Works with Others

          Extreme Cold

          High Places

          X

          Verbal Contact with Others

          Extreme Noise

          Fumes / Odors

          X

          Face-to-Face Contact

          Mechanical Equipment

          Hazardous Materials

          X

          Inside

          Electrical Equipment

          Dirt / Dust Disclaimer

          The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all personnel so classified.

          Source: Hospitality Online

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