Call Center Operations Manager

3 weeks ago


Lenexa, Kansas, United States Choctaw Resort Development Enterprise Full time

**Job Summary:**

As a Call Center Supervisor at Choctaw Resort Development Enterprise, you will be responsible for the overall management of the Call Center. Your key objective will be to ensure that phone calls are answered and connected in a timely manner, while also providing accurate general information to callers.

**Responsibilities:**

  • Maintain appropriate staffing levels by interviewing, selecting, training, scheduling, evaluating, promoting, disciplining, and terminating Associates as needed.
  • Supervise the activities of all associates in the department to ensure prompt and efficient service is given in receiving and distributing calls, paging, and messages.
  • Assist in the overall management of areas and assist where needed.
  • Evaluate and modify standard operating procedures (SOP's) and quality standards to meet guest expectations.
  • Train, direct, and supervise the day-to-day activities of Call Center associates.
  • Effectively resolve problems within the department and minor guest conflicts/complaints in a fair and equitable manner.
  • Assist with phone repairs, ordering of equipment, moves, and changes as necessary; assure that all equipment functions properly; advise staff of any technical problems with systems on property.
  • Held accountable for the accuracy and thoroughness of departmental records and reports.

**Requirements:**

  • High School Diploma or GED required.
  • One year experience in Reservation/Call Center/PBX environment required.
  • One year supervisory or management experience in a large-scale resort environment preferred.
  • Must score a minimum of 30 WPM with an accuracy rating of 85% or better on the Keyboarding test and 3000 KPH on Data Entry.

**Working Conditions:**

The work environment characteristics described here are representative of those an Associate encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate, but may increase to loud when on the casino floor. When on the casino floor or other designated areas, you may be subjected to tobacco smoke.



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