Overview: It is the responsibility of the Call Center Supervisor to oversee the activities of a team of inbound phone representatives supporting all Reservation functions, to ensure guests receive a standard of superior service at the Golden Nugget.
Responsibilities: Facilitates employee development through direct interaction, communicating goals, setting expectations, giving performance feedback, motivating, coaching, and leading employees to reach new levels of skills, knowledge, techniques and attitude. Continually assesses agent productivity and call activity to fully ensure maximum performance and support department service standards. Meet performance measurements throught productivity enhancements and cost control. Ensures quality delivery of the Reservations products by monitoring and providing feedback to employees. Additional Knowledge, Skills, and Abilities: The candidate will have a professional demeanor, be comfortable working with all levels of employees, and capable of additional responsibility and growth. The ability to establish and maintain a positive and professional working relationship with all individuals; listens carefully and understands various points of view; ability to perform as a team member. Must possess strong computer skills, have outstanding organizational abilities and excellent creative thinking and problem-solving skills.
Qualifications:2 years Hotel/Casino Reservation experience with a strong working knowledge of LMS, CMP, Room Key, Quality Assurance reporting or other related work experience. Minimum of 2 years previous supervisory or management experience in a hotel environment. Previous customer service experience required in the hospitality industry. Outstanding leadership capabilities, with demonstrated ability to lead, train, develop, and motivate a team of agents. Strong commitment to enhancing both internal and external customer focus; ability to provide timely feedback related to customer service, sales, or specialty issues. Excellent verbal and written communication skills. Strong presentation skills. Excellent interpersonal skills, with ability to effectively interact with employees at all levels within the organization. Proven ability to manage multiple tasks and effectively handle shifting priorities in a dynamic work environment. Able to work varied hours, including nights, weekends, and holidays. Perform other duties as requested from management. Posted Salary Range:Starting from USD $40,000.00/Yr.
