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Reservations/Call Center Supervisor

Ocean Casino Resort
Atlantic, NJ Full Time
POSTED ON 1/11/2025
AVAILABLE BEFORE 7/9/2025
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
  • Conduct agent evaluations; 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
  • Travel to/from work and on-site attendance to perform the essential function of the job
  • Exposure to casino related environmental factors including but not limited to second- hand smoke, excessive noise, and stress related to servicing customers in a high pressure, fast paced environment.

Requirements

  • 2 years experience within an inbound contact center
  • Strong knowledge of property management, reservations and player tracking systems (e.g. HMS, REEF, SYNKROS) 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

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