Call Center Supervisor
20 hours ago
The Call Center Supervisor will play a pivotal role in delivering exceptional guest service and ensuring seamless communication experiences for both guests and internal team members. This position requires strong leadership and supervisory skills, with a focus on fostering a culture of excellence and exceptional guest service.
Key Responsibilities- Be the face of MCR for new hires and team members, exemplifying MCR's values and setting a high standard of guest service and professionalism.
- Serve as a leader and mentor for new hires and team members, embodying MCR's values and setting a standard of excellence in guest service and professionalism.
- Provide guidance and support to team members, fostering a positive and collaborative work environment.
- Take ownership of MCR's phone system, including managing inbound telephone calls, live chats, SMS messages, and more.
- Demonstrate leadership by handling a wide range of transactions, from call transfers to executive requests to resolving concerns from guests.
- Lead by example in responding to inbound guest and internal team member communications through various channels, using methods established by the leadership team.
- Articulate company products and services clearly to guests, always prioritizing active listening and understanding their needs.
- Identify up-selling opportunities when appropriate and cross-sell alternative services when specific requests cannot be fulfilled.
- Play a crucial role in confirming guest requests for casino and dining reservations and other services within established guidelines.
- Uphold a positive image of the company when interacting with both guests and fellow team members.
- Escalate complex situations to Resort Leadership as they arise, contributing to effective problem resolution.
- Conduct peer-to-peer coaching sessions to assist team members and address their questions.
- Adhere to a set schedule, performing assigned tasks punctually.
- Collaborate with senior leadership to assess individual performance and actively work on improvement where opportunities exist.
- Assist on the contact center floor by answering questions and providing support to the team.
- Share important observations from guest interactions with senior leadership and all appropriate parties, providing suggestions for enhancing processes, products, or service offerings.
- Support and promote the company's culture and team philosophy throughout the property.
- Comply with all departmental and company policies, including business ethics guidelines.
- Maintain the confidentiality of company trade secrets and proprietary information, including business processes and guest data.
- Foster a positive and safe work environment, report issues to the appropriate personnel.
- Act in a manner that positively represents Muckleshoot Casino Resort.
- Perform any other duties as assigned to contribute to the overall success of the team and organization.
- 2 (Two) years customer service experience in a fast-paced, service-oriented environment is required.
- 1 (One) year of leadership or supervisory experience is required.
- Experience in a call center or contact center setting is a plus.
- Tribal gaming experience a plus.
- Competitive salary starting at $20.17/hr. with discretionary performance bonuses 2x a year.
- Fully paid medical, prescription drug, dental, and vision coverage for you and competitive premiums for your dependents.
- Complimentary meals and covered team member parking.
- Employer-paid life insurance, long-term disability, and accidental death and dismemberment coverage.
- Flexible Spending Account options for health care expenses.
- Company-paid gaming licenses (Class A & Class B).
- Variety of additional voluntary benefits and retirement plans.
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