Reservations/Call Center Supervisor

The Reservations/Call Center Supervisor is responsible for creating and refining the daily procedures for the representatives and hotel operators.
Position Responsibilities
This position issues comps, but does not comp to the level which requires a casino key employee license in accordance with NJ CASINO CONTROL ACT &
COMMISSION REGULATIONS
Preparing training materials and conducting stand-up staff training on an as-needed basis
Assisting with the configuration and ongoing administration of the ACD (to include vector programming), CMS and voice response applications as needed to maintain operational efficiency in the center
Responsible for maintaining a presence in the call center 24 hours a day.
Development of policies and procedures as well as operational decisions regarding the use of hotel, reservations, casino management and voice response applications
Identification of trends and patterns in contact center performance;
having direct accountability for meeting published service level goals
Assist the Guest Services team with agent evaluations, particularly where reservations and are concerned;
identify and recommend opportunities for staff advancement as well as cases in need of retraining and/or disciplinary action
Essential Functions
Must be prepared and able to handle, with composure and tact, the effective planning and execution of many concurrent projects and programs
Must be able to work extensively with team members in a coaching, mentoring, training as well as a disciplinary capacity
Must be able to remain in a seated or standing position for extended periods of time.
Prolonged viewing of data on a computer monitor
Must be able to work holidays and weekends, as well as flexible shifts and/or unusual hours with short notice
Requirements
Bachelor's degree and/or 5+ years of directly related experience in a managerial role within a reservations contact center
Strong knowledge of property management, reservations and player tracking systems (e.G. LMS, ARTS, ACSC) along with proficiency with all MS Office packages
Excellent verbal and written communication skills
Proven ability to lead, direct, delegate and motivate others
Demonstrable understanding of the complexities associated with a skills-based routing and scheduling environment
Experience in a startup operation or in the casino industry is considered a definite plus
Ability to effectively communicate in English
Benefits
Free meal on shift
Training &
Development
Health Care Plan (Medical, Dental &
Vision)
Retirement Plan (401k,)
Life Insurance (Basic, Voluntary &
AD&
D)
Paid Time Off
Free Parking