Call Center Team Lead

1 week ago


Laughlin, Nevada, United States Landry's Full time
Job Title: Call Center Supervisor

At Landry's, we're committed to delivering exceptional guest experiences. As a Call Center Supervisor, you'll play a vital role in ensuring our guests receive the highest level of service.

Responsibilities:
  • Lead a team of inbound phone representatives, providing guidance and support to ensure seamless guest interactions.
  • Monitor and assess agent productivity, call activity, and quality of service to drive performance enhancements and cost control.
  • Develop and implement strategies to meet performance measurements, focusing on productivity and quality delivery.
  • Collaborate with the team to identify areas for improvement and implement changes to enhance the guest experience.
  • Provide coaching, feedback, and training to employees to help them reach their full potential.
Requirements:
  • 2+ years of experience in hotel/casino reservations, with a strong working knowledge of LMS, CMP, Room Key, or related systems.
  • Minimum 2 years of supervisory or management experience in a hotel environment.
  • Previous customer service experience in the hospitality industry, with a focus on delivering exceptional guest experiences.
  • Strong leadership skills, with the ability to motivate and develop a team of agents.
  • Excellent verbal and written communication skills, with the ability to effectively interact with employees at all levels.
  • Proven ability to manage multiple tasks, prioritize, and work in a dynamic environment.
What We Offer:
  • Competitive salary and benefits package.
  • Opportunities for advancement and professional growth.
  • A positive and respectful work environment, with a focus on diversity and inclusion.
  • Generous employee discounts on dining, retail, and hotel stays.
  • Community volunteer opportunities and a commitment to giving back.

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