Guest Care Team Lead

The Guest Care Team Lead plays a key role within the Guest Care organization. The position is responsible for the Guest Care Representatives (GCRs) who are handling our valuable guest interactions. The Team Leader will be responsible for a small group of GCRs and will be directly accountable for the performance (quality, adherence, attendance, etc.) of the GCRs on their team. They will also be responsible for the growth of these GCRs along the career paths established in the organization. The Team Leader will serve as shift manager, managing a shift of GCRs from multiple teams to meet service level goals using real-time contact center management techniques inherent in the new operation.

• Supervise, train, mentor a team of 6-10 GCRs responsible for quantitative and qualitative performance scores posted by team members
• Assist in recruiting, screening, hiring, and retaining GCRs
• Assist GCRs with transactional processes and guest interactions; serving as the first point of escalation in more complex situations where guests or other team members need additional attention
• Responsible for front-line recovery in cases where guest satisfaction is in jeopardy; advising Guest Care staff how best to manage difficult cases during initial training and on an ongoing basis as events occur
• Interact with other Sky River Casino departments as well as vendors to ensure the most appropriate use of contact center resources
• Ensure staff adherence to published work schedules.
• Initiate employee recognition for exemplary performance and work ethic; and initiating disciplinary measures in cases of unsatisfactory performance
• Monitor service level adherence during a shift; making appropriate adjustments to staff schedules and/or skill assignments as needed to ensure business needs are met.
• Work with Training & QA Specialist to regularly review results and conduct monthly team member evaluations as well as prepare annual employee performance appraisals
• Recognize, through constant interaction, individual staff strengths and opportunities to facilitate the advancement of team members to other Sky River positions
• Ensure the consistent application of published policies, standards, and guidelines as they relate to guest interactions
• Assist Training & QA Specialist with stand-up training as need
• Exhibit conduct in accordance with all California Gaming Regulations and Sky River Casino departmental policies and procedures
• Ensure prompt and discrete notification to management and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations
• Show a commitment to ensuring responsible gaming by discretely notifying appropriate management of concerns and observations
• Select, train, coach, counsel, appraise and retain direct reports who consistently perform actions and behaviors that reinforce the Company's mission and values
• Create and communicate the structure of your area – including goals, role clarification, expectations, financial planning, etc. – that increases the value of the company and increases the value of your employees

• 2 years of related experience in a supervisory role within an inbound contact center
• Strong knowledge of dining reservation systems, player tracking systems, work order systems (e.g., Open Table, QCI, Facility ONE) along with proficiency with basic MS Office packages
• Previous knowledge with managing in an environment using Chat and SMS is considered a plus
• Strong verbal and written communication skills
• The ability to observe key activities and trends on the contact center floor and articulate clear suggestions to management to best remedy problems, exploit opportunities, and reward outstanding performance
• Basic understanding of a skill-based contact center environment
• Proven ability to lead, direct, and motivate others
• Experience supervising front-line staff in a sales-oriented contact center environment
• Experience in a startup operation or in the casino industry is considered a definite plus
• Must be able to spend a substantial portion of each shift walking and/or standing while assisting agents with their work
• Must be able to manage a high degree of administrative work which requires repetitive finger and wrist motion (keyboard data entry), as well as prolonged viewing of data on a computer monitor and a fair volume of telephone interactions

Is this position responsible for selling, serving, or distributing alcoholic beverages or do they have comp authority? No

Gaming License Required? Yes

Other Certifications? N/A