Call Center Supervisor

20 hours ago

Auburn, Washington, United States Muckleshoot Casino Full time
About the Role

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.
Requirements
  • 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.
What We Offer
  • 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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