Call Center Assistant Manager

2 weeks ago

Las Vegas, United States Caesars Entertainment Corporation Full time

The Guest Services Assistant Manager is responsible for the daily supervision of Call Center Agents under Teleservices teams and ensuring customer interactions are handled in a helpful, friendly, upbeat, and professional manner. The Guest Services Assistant Manager will supervise all aspects of the department and agent's performance, development, and coaching as they assist guests who contact the Las Vegas Regional Call Center. They will provide direction and guidance to ensure consistent achievement of key performance metrics.

Responsibilities/Purpose

The Call Center Asst. Manager is responsible for the daily supervision of Call Center Agents under Teleservices teams and ensuring customer interactions are handled in a helpful, friendly, upbeat, and professional manner. The Call Center Asst. Manager will supervise all aspects of the department and agent's performance, development, and coaching as they assist guests that contact the Las Vegas Regional Call Center. They will provide direction and guidance to ensure consistent achievement of key performance metrics.

Job Functions:

* Builds and leads a high-performing team of agents and leads to achieve and exceed service delivery and customer expectations regarding Service Levels, Abandonment, Adherence, Turnover, QA Monitor Scores and other standards as determined by contact center management.
* Ensures agents are answering all incoming customer interactions efficiently, accurately, and professionally as they assist internal and external customers.
* Monitors agents and lead behaviors and provides constructive feedback to improve performance and morale to improve service.
* Conducts side by side meetings with agents to appraise performance, then continually monitors, coaches, and develops agents to drive department morale and for optimal performance so that department standards for service are met or exceeded.
* Monitors adherence to ensure agents are meeting or exceeding department and company standards.
* Ensures understanding and compliance of staff regarding department and company policies and procedures.
* Measures, documents, and communicates agent's performance and progress towards goal attainment for assigned team. Accurately and swiftly communicate issues and potential issues to management.
* Contributes to customer retention and continuously increases customer loyalty levels through advanced problem resolution, handling of escalated customer interactions, and mentoring agents to be well-informed, friendly, helpful, upbeat, and positive.
* Rewards and recognizes agents via implemented incentive programs to elevate agent productivity performance and achieve service goals.
* Display strong motivational skills toward achieving Call Center goals while maintaining low levels of turnover.
* Generates new ideas/solutions on specific Call Center issues and participates in projects and process improvement initiatives.
* Interviews and hires staff, and other Human Resources related tasks.
* Completes all additional tasks and responsibilities not listed as required or assigned by management.

Essential Requirements:

Education:

* High school diploma or equivalent required

Experience:

* Three (3) years of supervisor experience, three (3) years of Guest Services, Hotel Front Desk, or contact center environment, or three (3) years of experience in a customer service-related field.
* Intermediate level of knowledge of Microsoft Office programs (Excel, PowerPoint, and Word)
* Three (3) years of previous LMS experience

Abilities:

* Must be able to type
* Able to work independently as well as with a team and take initiative, with minimal supervision
* Highly motivated, proactive individual and independent thinker.
* Team building: must be able to develop, motivate, and inspire the team to achieve desired results.
* Strong knowledge of customer care processes and techniques is vital. Must have the ability to handle and resolve customer complaints ensure customer satisfaction and maintain good customer relationships
* Problem solving; exercises good judgment when analyzing and solving problems, pays attention to details
* Can handle multiple tasks in a high volume, high-stress, fast-paced environment
* Excellent listening and interpersonal skills
* Demonstrates a friendly, upbeat, and positive disposition
* Must present a well-groomed professional appearance.
* Excellent written and verbal communication skills are required.
* Ability to read, write, speak, and understand English
* Able to maintain a flexible working schedule, based on business demands, as well as being dependable and punctual

Desired Skills:

* Experience with Hotsos, Maximo, and Sharepoint.
* LMS.
* Contact Center experience.

DIRECTLY SUPERVISES: Guest Services Agents and Universal Agents, while assisting with Parking Assistance, and Corporate Billing.

Disclaimer: This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

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

Caesars Entertainment reserves the right to make changes to the job description whenever necessary.

As a part of Caesars Entertainment's employment process, finalist candidates will be required to complete a drug test and background check prior to an offer being extended. Caesars Entertainment Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.

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