Overview

This opportunity will allow the Student Worker to gain an internal working knowledge of the Customer Care call center through direct hands on work with our most frequently used tools with a heavy emphasis on Work Force Planning and SharePoint. This focus will provide experience in transforming marketing efforts to knowledge for our first line team members and scheduling to meet the expected demand from these efforts.

What We Offer:

• 13-week program
• Special Project assigned
• Mentorship 
• Paid internship at $18/hr.
• Weekly Pay
• Fun and exciting work environment
• Tours to explore multiple areas of the business.
• Networking Lunch
• Free/Reduced Meals
• Employee discounts
• Certificate of Completion

Responsibilities

Responsibilities:

• Real-time monitoring of critical business operations and performance indicators at an interval level: call volumes, average handle times, queue time, utilization, service level adherence.
• Proactively monitoring call volume and communicating with Operations team on times when volume is over forecast, working quickly to partner with other Departments when necessary to obtain answers or assistance.
• Ensure high standards of quality and accuracy in all communication with Operations teams.
• Responsible for monitoring agent adherence and reporting daily absenteeism.
• Monitor scheduling forecast compared to actual volumes and make necessary adjustments throughout the day as required.
• Proactive communication and follow-up with Operations teams to execute all planned and real-time activities.
• Actively aware and reporting any potential issues that may impact productivity.
• Providing daily summary of all current day events and suggesting point of action for future days to come.
• SharePoint work will focus on managing content, improving presentation and evaluating how long the data should be preserved.
• The student will work closely with frontline team members, team leaders, managers and our in-house SharePoint expert.
• Responsibilities will include managing data in our current SharePoint, recommending changes to the Director of Customer Care and then implementing approved recommendations.
• Complete tasks and responsibilities that benefit the organization and our guests.
• Communicate questions, observations, needs etc. as appropriate to with the leadership team to enhance the learning experience and produce professional result.
• Complete the agreed upon “contract hours” required by the school’s internship program.
• Demonstrate actions and behaviors that reinforce the Company’s Mission and Value of Communication, Integrity, Fun, Respect, Accountability, Passion and Dedication.
• Demonstrate actions and behaviors that reinforce the Company’s mission, “Unconquered Vision, Unparalleled Service, Unlimited Service,” and values of Fast, Fun, Friendly, Fresh and Focused in all we do.
• Exhibit conduct in accordance with all Gaming Commission Regulations and Seminole Tribe of Florida 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.
• Demonstrate exceptional internal and external guest service skills, stamina and operate with a strong work ethic.
• Other duties as assigned.

Qualifications

Education and Experience

• Degree in progress
• Video editing experience
• Knowledge or working with large collection of data and finding creating ways to communicate key points to end users
• Experience in a major SharePoint design projects is considered a definite plus

Physical Demands

• Must be able to handle 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 (60% of time)

As part of the Seminole Hard Rock Support Services employment process, final candidates will be required to complete a background check. These background checks may include, but are not limited to:

• Criminal Background Check
• Drug Screen

Disclaimer: While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).