SUMMARY: 

Responsible for assisting in the operation of the casino’s Contact Center on an assisgned shift in accordance with established policies, procedures, budgets and specifications. Oversees the operation of guest service programs in the Contact Center and continually improving property’s guest service.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: 

• Monitors Contact Center Representatives to ensure quality guest service and satisfaction in the casino’s Contact Center is achieved and maintained.
• Monitors a multi-channel environment in the casino’s Contact Center including letters, phone, email, social media, web, surveys and chat, and assigns staff resources to ensure a maximum level of guest service and satisfaction is achieved and maintained with maximum efficiency.
• Assists the Contact Center Shift Manager in supervising, motivating and training their assigned team, ensuring key performance indicators are met.
• Delegates responsibility to subordinates, as needed.
• Resolves problems within the department by listening to ideas, probable solutions, and potential conflicts, and working with Contact Center employees to handle them.
• Responds to special requests of guests, as well as guest complaints and inquires in a calm, prompt, courteous manner.
• Seeks to achieve individual key performance indicator and department goals while maintaining maximum level of service.
• Promotes positive, productive motivation within the department.
• Collaborates with other departments on special events and promotions
• Trains and directs Contact Center Representatives in proper emergency procedures.
• Responds to guest service inquires received through various contact channels, including letters, phone, email, social media, web, surveys and chat. 

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.

Promotes the following within the department and among all employees:

• Creates an atmosphere of fun for all casino guests.
• Encourages mutual respect, dignity and integrity with all employees, by setting positive examples at all times.
• Instills an atmosphere that encourages employees to share ideas, discuss concerns and resolve conflicts.
• Retains employees through involvement in training and development.
• Explains why we do things, in advance of doing them.

SUPERVISORY RESPONSIBLITIES: 

Directly supervises Contact Center Representatives.

QUALIFICATION REQUIREMENTS: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

High school diploma or GED required. Some college preferred. One (1) to two (2) years related experience and/or training, or an equivalent combination of education and experience.

SPECIAL QUALIFICATIONS:

Minimum one (1) years in a Contact Center environment, including a working knowledge of marketing promotions and guest services. Must possess excellent computer skills and knowledge of Contact Center operations and systems. Excellent communications skills and organizational skills required. Experience with computerized PBX systems and/or reservation systems.

This position requires a Level 4 Gaming License.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents. Ability to write effective reports and memos. Ability to respond to inquiries from employees or guests. Ability to effectively communicate in a one-on-one, small group, and large group settings.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio and percent, and to interpret data from graphs.

REASONING ABILITY:

Ability to define problems, collect data, establish facts, and draw valid conclusions.

PHYSICAL DEMANDS: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is also regularly required to stand, walk, sit and use hands to finger, handle, or feel objects, tools or controls. The employee is occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, kneel, crouch or crawl.

Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate. When on the casino floor, the noise level increases to loud. A casino environment is typically smoky.