Call Center Supervisor FT

Purpose of Position:

To facilitate and supervise the daily operations of the Call Center department (PBX and Reservations) while delivering excellent customer service.

Education/Experience:

• High school diploma or equivalent is required, unless otherwise waived by Human Resources Management.

• One (1) year as a PBX Operator, or in a similar guest service position.

• Two (2) years supervisory or management experience required.

• Three (3) years’ experience in administrative or office support (formal office administrative training preferred).

• Previous hospitality (casino, hotel, reservations, front desk, or guest service) experience preferred.

• Previous supervisory or management experience required.

• Must be computer literate and possess a friendly demeanor.

• Knowledge of Microsoft Office Suite (Word, Excel, Power Point, and Outlook).

Job Responsibilities and Duties:

• Supervise and train Call Center staff; ensure all calls are handled professionally and courteously.

• Possess knowledge/demonstrate proper telephone etiquette.

• Answer and dispatch incoming and outgoing telephone calls.

• Page customers over Public Announcement System and utilize radio as needed.

• Manage all incoming reservation calls for the hotel and fulfil the reservation requests.

• Create practices and systems for the Call Center to quickly obtain up-to-date property information.

• Schedule Call Center staff to accommodate changing business needs.

• Manage weekly schedules and ensure proper and timely delivery to Gaming.

• Assist with maintaining the mailroom.

• Maintain a high level of confidentiality.

• Maintain a high level of confidentiality

• Ability to work a flexible schedule (available for morning, mid, evening, and night shifts, weekends/holidays as required.

• Ability to work a flexible schedule (available for morning, mid, and evening shifts, weekends/holidays as required.

• Follows applicable TMCR company policies and procedures including Hotel Operations policies and procedures.

• Perform other duties as assigned.

Additional Responsibilities:

Direct Reports: Call Center Operators

Access to Sensitive Areas: Hotel storage areas, email access and all sensitive areas when accompanied with authorization.

Signatory Authority: All related Call Center forms and related forms with the authorization of Hotel Management.

Physical Requirements/Work Environment:

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is regularly required to stand, walk, sit, use hand to finger, handle or feel objects, tools or controls, and reach with hands and arms. The employee frequently lifts and/or moves up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus. While performing the duties of this position, the work environment is indoors with a low to moderate noise level and may occasionally be exposed to cigarette smoke.

Must be able to work Nights, Weekends, and Holidays