Supervisor - Call Center

3 days ago

Dover, Delaware, United States Bally's Dover Full time
Primary ResponsibilitiesSupervises team of Contact Center Reservation Sales Agents and Lead Agents
Provides essential training for all Contact Center Reservation Sales Agents and Lead agents
Actively conducts standards test and provides on the spot feedback for Agents and Leads
Assists in administration of scheduling, reporting, incentive programs productivity tracking, attendance tracking, and progressive discipline
Leads the department by example, assist with agent or lead responsibilities as required
Creates a culture of attention to detail through training, support, constant inspection, and clear feedback
Promotes employee engagement by maintaining an adaptable leadership style
Actively participates in employee recognition programs such as employee of the month
Answers incoming calls as needed to minimize abandonment
Ensures adherence to new programs, policies and procedures are effectively followed by staff
Coordinate's cross-training of all representatives in the Contact Center for both Reservations and PBX
Ensures customer service levels are consistently applied by staff
Monitors staff calls to ensure information accuracy and service levels are upheld
Ensures that all company and departmental policies and procedures are followed by staff
Monitors daily break schedule for staff
Contributes to evaluations for subordinates
Conducts formal and informal training for subordinates
Conducts formal and informal coaching and counseling with subordinates
Rewards and recognizes superior performers
Responsible for communicating in a professional manner and on a continual basis, both verbally and in writing
Effective handling of multiple hotel content and related systems including PMS and CRS
Ensures that employees work safely and follow all safety rules
Performs other duties as assigned
Must Have Personal QualificationsThe desired candidate will have a high school diploma, GED or equivalent experience required
One year of supervisory experience is preferred
Previous Call Center experience is preferred
Strong customer service skills and prior experience is required
Strong organizational and problem-solving skills
Proficiency in Microsoft related programs, which would include but not limited to Outlook, MS Word, and MS Excel is required
Excellent communication skills in English (verbal and written) required
Must work well with others and work across departments
Ability to prioritize multiple tasks, have a sense of urgency to complete projects and be detail oriented is required
Must be able to maintain composure under stress in a high volume, fast-paced work environment
Must present an overall professional experience and lead by example
Must have a flexible work schedule with the ability to work evenings, weekends, and holidays as scheduled
Ability to exercise good judgment in making decisions is required
Positive and solution-oriented attitude is required
Ability to effectively deal with internal and external guests, some of whom will require levels of patience and tact as well as diplomacy to collect factual information
Ability to handle employee guidance, coaching, and counseling needs
Effective coaching, development, and decision-making skills with interest in self-development
Source: Hospitality Online

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