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Reservations/Call Center Supervisor
3 months ago
The Reservations/Call Center Supervisor is responsible for creating and refining the daily procedures for the representatives and hotel operators.
Position Responsibilities
- This position issues comps, but does not comp to the level which requires a casino key employee license in accordance with NJ CASINO CONTROL ACT & COMMISSION REGULATIONS
- Preparing training materials and conducting stand-up staff training on an as-needed basis
- Assisting with the configuration and ongoing administration of the ACD (to include vector programming), CMS and voice response applications as needed to maintain operational efficiency in the center
- Responsible for maintaining a presence in the call center 24 hours a day.
- Development of policies and procedures as well as operational decisions regarding the use of hotel, reservations, casino management and voice response applications
- Identification of trends and patterns in contact center performance; having direct accountability for meeting published service level goals
- Assist the Guest Services team with agent evaluations, particularly where reservations and are concerned; identify and recommend opportunities for staff advancement as well as cases in need of retraining and/or disciplinary action
Essential Functions
- Must be prepared and able to handle, with composure and tact, the effective planning and execution of many concurrent projects and programs
- Must be able to work extensively with team members in a coaching, mentoring, training as well as a disciplinary capacity
- Must be able to remain in a seated or standing position for extended periods of time.
- Prolonged viewing of data on a computer monitor
- Must be able to work holidays and weekends, as well as flexible shifts and/or unusual hours with short notice
Requirements
- Bachelor's degree and/or 5+ years of directly related experience in a managerial role within a reservations contact center
- Strong knowledge of property management, reservations and player tracking systems (e.g. LMS, ARTS, ACSC) along with proficiency with all MS Office packages
- Excellent verbal and written communication skills
- Proven ability to lead, direct, delegate and motivate others
- Demonstrable understanding of the complexities associated with a skills-based routing and scheduling environment
- Experience in a startup operation or in the casino industry is considered a definite plus
- Ability to effectively communicate in English
Benefits
- Free meal on shift
- Training & Development
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k,)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off
- Free Parking
