Contact Center Supervisor

Responsible for the overall supervision of the Contact Center department.


Job Focus:
Focus is on, but not limited to the following:

• Organizes Contact Center materials in an efficient, cognizant manner paying particular attention to detail
• Monitor and coach all Contact Center team members.
• Monitor daily Contact Center reports/logs to ensure in compliance with all established policies
• Oversees the monitoring of service calls to ensure proper greetings, information and tone is used while speaking with all callers
• Answers questions and recommends services to address customer complaints or desired requests
• Completes data entry work and audits the Contact Center Agents work on a daily basis
• Attends meetings as needed
• Coordinates/manages multiple calendars with efficiency
• Creates weekly schedules for the Contact Center Team
• Maintains spreadsheets and databases
• Establishes and maintains an effective working relationship with management, guests, and various departments on property
• Answers all guest inquiries while maintaining current knowledge/familiarity with all hotel services/features and local attractions
• Assist all casino and transient guests with reservation requests, including but not limited to rooms, shows, dinners, limos and amenities
• Ability to read/understand and evaluate casino play and hotel offers
• Meets and exceeds performance goals
• Ensures guest wake up calls, NRG and Fire Command/Security processes comply as established
• Oversees the labor and supply costs for the department.
• Maintains and updates accurate reservation information into Opera and Go Concierge
• Manages and organizes daily to do's providing a timeline and point of action for each employee
• Conducts reservation and telephone auditing, and provides immediate feedback
• Perform job specific projects as assigned

• A minimum two to three (2-3) years working for a Casino Marketing/Reservations program with a minimum of one (1) years direct Supervisory experience of Reservations/Casino Marketing being required
• High School Diploma or equivalent is required
• Must have the ability to effectively communicate in English, both written and verbal forms
• A professional demeanor and attire is to be maintained at all times
• Must have strong interpersonal and organizational skills
• Ability to working independently with little to no supervision
• Must be able to perform in a team environment
• Possess the ability to motivate and maintain effective working relationships across all levels of staff and leadership
• Must have exceptional time management skills
• An intermediate to proficient understanding of Computer systems such as: Microsoft Word, Excel & Outlook is preferred
• Proven ability to resolve guest conflicts with ease or determine if management is needed in certain guest situations
• A valid Nevada Gaming license are required and must be obtained before entering this position
• Must be 21 years of age or older