Call Center Operations Shift Supervisor - Full Time (Tropicana Atlantic City)

Job Description

Job Duties

1. Responsible for supervising the daily operations of the call center department including hiring, training, counseling, and scheduling staff.
2. Assists with the issuance of comps to rated players.
3. Assists with the coordination of receipts and cancellations of reservations.
4. Responsible for the input of premium player comp requests and premium customer reservations.
5. Coordinates and resolves customer inquiries and complaints.
6. Promotes outstanding customer service.
7. Ensures staff provides Family Style Service at all times.
8. May perform other duties as assigned.

Minimum Qualifications

• High school diploma required.
• Minimum three (3) years experience in call center environment.
• Must be skilled in both the CMS (casino) and LMS (hotel) computer systems.
• Knowledgeable of general information regarding Company facilities and amenities.
• Minimum one (1) year supervisory experience.
• Required to perform the customer service standards of the department.
• Knowledgeable of the Casino Control Act and Attendant Regulations, as well as company internal controls, policies, and procedures.

Compensation & Benefits:

$21.00 per hour

Paid Time Off, 401(k), Medical, Dental, Vision, Life & Disability Insurance Benefits for union positions are subject to Collective Bargaining Agreement