Call Center Supervisor

Description

Are you looking to elevate your leadership skills? Come join our premier casino resort and entertainment destination as a Call Center Supervisor ensuring all guests have a memorable experience. Enjoy weekly pay, career growth opportunities, and health benefits.

Job Overview: Supervises Call Center shift operations to ensure staff is routing incoming/outgoing telephone calls and answering guest questions accurately and timely according to the department’s high guest service standards and performance requirements.

Empower Your Future: The Work You’ll Lead:

• Coordinates call center workflow/activities to achieve expected volume.
• Intercedes on incoming telephone calls with difficult guests and/or calls requiring in-depth knowledge or assistance.
• Monitors calls to ensure that performance standards are being met.
• Maintains scheduling, department orientation, and training for all call center team members. Coaches team members to ensure a pleasant guest experience and effective operations within a fast paced, high-volume environment. Provides guidance and direction to team members including setting performance standards.
• Interviews, selects, hires and promotes team members. Completes performance appraisals and administers disciplinary action and maintains team member performance notes.
• Provides call center operations information to team members in a timely manner. Keeps current with all casino and hotel promotions.
• Ensures that shift checklists and call center reports are being completed on a daily basis.
• Monitors, audits and balances multiple systems for the department. Conducts daily system audits to ensure accurate inventory of rooms and promotional offers (CIC, Opera, Myfidelio, and CMP).
• Conducts daily shift meetings.
• Communicates call center information to affected departments.
• Finalizes group preparation according to their resume.

Job Requirements:

• A combination of post-high school education and/or call center, hotel or leadership experience in a guest/client focused environment to equal 1 year.
• Must be able to read, write, and speak English clearly.
• Must be able to type 35 wpm.
• Ability to communicate with a diverse population.
• Proficient in word-processing, spread sheets, presentations, data base and electronic software.

Outstanding Benefits & Awesome Perks: Enjoy competitive weekly pay, outstanding benefits, and advancement opportunities at the SMSC Gaming Enterprise. Eligible Team Members are offered a comprehensive benefits package include medical, dental, life and disability insurance, onsite medical clinics and pharmacy, 401(k) retirement plan, paid time off, wellness programs and more. Plus, take advantage of perks like discounts on childcare, fuel, bus passes and fitness membership, free uniforms and free uniform cleaning, and tuition reimbursement.

Who We Are: We're not just in the business of entertainment; we're in the business of crafting unforgettable experiences. We believe in the power of possibility, to unite and uplift, rallying around every triumph, big and small. At Mystic Lake and Little Six, every moment is a chance to be the experience.

Different backgrounds, different strengths, and different passions, we value the diversity that everyone brings to the table. Our values are a direct reflection of the diverse communities that we proudly serve, represent, and invest in. We invite you to the place to learn, grow, thrive and lead. Let's create moments that matter, celebrate diversity, and build a brighter future for all.

Be the Experience. Be Bold. Be Mystic.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.