Call Center Shift Manager

Job Title

Essential Duties and Responsibilities Primary duties and responsibilities include, but are not limited to, the following:

• Maintain the room reservation system (LMS) as well as out-sourced booking entities, including brand sites and 3rd party to ensure inventory and restrictions comply with Revenue Management decisions.
• Monitor and adjust inventory for various business segments and quickly convey changes so that revenue streams can be adjusted accordingly.
• To keep apprised of the local market and document to ensure competitiveness.
• Monitor inventory in all business segments in anticipation of cut-offs, block reductions and/or over block situations as well as the potential impact of special events, shows and concerts.
• Ensure maintenance of history records that are used in the evaluation of future events/groups and rate/sales determination.
• Prepare the daily arrival/departure forecast for the evaluation of future events, new group/leisure bookings and in anticipation of possible staffing adjustments.
• Evaluate promotions and packages and determine compliance with the Gaming Control Board and county/city tax requirements.
• Prepare departmental budgets and evaluate/analyze monthly P&L statements for areas of correction and for future adjustments.
• Oversee the input of all bookings and inventory from Sales, Leisure Sales, Casino, and Entertainment and other departments as necessary
• Ensure the proper reporting of office productivity
• Interviewing, hiring, coaching and termination of team members.
• Attend and participate in meetings
• Any other duties as assigned within the scope of this position.

Knowledge/Skills/Abilities

• Consistently exhibits courteous, respectful, and appropriate communications and presents information in a concise and understandable format.
• Cooperate with others in the accomplishment of joint tasks and common objectives.
• Ability of complex reading, writing, math, and task completion skills is required.
• Must have the following skills: clerical, compiling, coordination, analyzing, supervising, instructing, following instructions, influencing others, memorization, problem solving, independent judgment, and decision making.
• Flexible to work all shifts including holidays, nights, and weekend hours as business needs dictate.
• Must be a minimum of 21 years of age.

Education and/or Experience

• Minimum of 3 years' call center supervisor experience or any combination of education, training, or experience that provides the required knowledge, skills, and abilities.

Physical Demands

• While performing the duties of this job, the team member is constantly sitting and occasionally standing and walking over the duration of their shift.
• Must be able to lift/carry 10lbs or less occasionally.
• The team member will constantly have repetitive use of both hands. Finger dexterity of both hands will be constantly required.
• Constant use of vision abilities is required including distance, depth perception, field of vision, and color vision.

Work Environment

• Work performed indoors, alone and frequently with and around others. Team member will perform work face-to-face including verbal contact with others around computer equipment.
• The noise level in the work environment is usually moderate.
• Team member may be exposed to secondhand smoke.

Grand Sierra Resort and Casino