Call Center Team Lead

5 days ago


Pittsburgh, Pennsylvania, United States Rivers Casino Full time
Job Title: Call Center Team Lead

Rivers Casino

The ideal candidate will oversee the day-to-day operations of our call center, ensuring that all guests receive exceptional service and support. Estimated salary is $60,000 - $80,000 per year.

About the Role:

  • We are seeking a highly motivated individual to lead our call center team and drive customer satisfaction.
  • Your primary focus will be on coaching and developing team members to ensure they have the necessary skills to handle challenging customer interactions effectively.
  • You will also be responsible for interviewing, hiring, training, and providing performance feedback to team members.
  • Ongoing quality assurance and analysis of call center data will help you identify trends and opportunities for improvement.
  • You will work closely with other departments to optimize the guest experience and promote Rivers Casino brand-specific marketing programs.
  • Maintaining accurate property information and operating property management systems will be essential to your success in this role.

Qualifications:

  • A high school diploma or equivalent is required.
  • Two to five years of experience in a hotel, call center, or related field is preferred.
  • Supervisory experience (two to five years) is also preferred.
  • Excellent communication and interpersonal skills are essential for success in this role.
  • Proficiency in property management systems and standard office applications is required.

Physical Requirements:

  • Prolonged periods of standing, walking, and sitting.


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