Contact Center Supervisor - Maryland

Location

Hanover, MD | United States

Job description

Why We Need Your Talents:

The Contact Center Supervisor supports the operations of the Contact Center. The overall goal of the Contact Center Supervisor is to ensure all guest contacts are handled in a professional and courteous manner while providing quality services to both guests and Team Members.

Overnight Contact Center Supervisor Hours: 5pm-1am Weekend Work Required

Where You'll Make an Impact:

• Responsible for supporting, coaching, evaluating, and mentoring of the Contact Center Team Members.
• Promotes positive and productive motivation within department.
• Provides stellar service to all Team Members and guests by providing exemplary service.
• Oversees training facilitation and coaching of direct reports in understanding their duties and provides clear expectations.
• Ensures scheduling practices remain in alignment with business trends and financial objectives.
• Ensures Team Members’ records are up to date (ie employee timesheets, personnel performance records, requests for time off, disciplinary actions, and special accommodations).
• Maintain guest confidentiality when reviewing information.
• Handle call escalations regarding guest issues to support hourly Team Members.
• Maintains knowledge of current service offerings, promotions, in-room offerings, current product inventory levels, in-house activities or events and travel conditions.
• Responsible for implementing processes, procedures, and sequences of service relevant to the operation and development of the Contact Center.
• Maintains full knowledge, understanding, and adherence to company and department rules, policies and procedures, and sequences of service.
• Responsible for the development of department initiatives and team member engagement
• Monitor and manage call flow and handling effectiveness, respond to service-related concerns, and Team Member relations.
• Maintains awareness of departmental KPIs and ensures one-on-one conversations and individual Team Member KPI reviews take place in an uninterrupted manner.
• Strategizes and recommends enhancements for departmental outcomes and current processes, policies, procedures, and sequences of service.
• Supports the Hotel division by promoting hotel amenities and services according to brand standards and seeks to act upon opportunities to upsell services and accommodations.
• Prepares and circulates Daily Hotel Report 3 times a day in accordance with supporting the Hotel Division.
• Supports the Hotel Division by handling all VIP guest reservations including, but not limited to, Hotel Reservations (Executive Rates, Direct Marketing, and Relationship Marketing), VIP event RSVPs, and restaurant reservations for all 3 properties.
• Supports the Hotel Division by daily auditing of RM hotel reservations to eliminate errors and exceptions.
• Supports the Hotel/Casino Sales Division through review of Sales Groups in HMS and Windsurfer, where applicable prepare booking links for reservations across all properties and/or enter Group Rooming Lists.
• Facilitates the flow of information throughout the department through maintaining strong interdepartmental relations.
• Ensures all information as related to the deployment of marketing campaigns is properly communicated and planned for as it relates to the operation of the Contact Center via Monday.com and Pre-Shift meetings.
• Maintain a working knowledge of availability, complimentary qualifying criteria, room types and rates, package rate, special features and amenities, information on casino and Hotel outlets, and local attractions to provide a proactive and unparalleled guest experience.
• Supports and assists the Hotel/Casino, including but not limited to Casino Hosts, Relationship Marketing, Sales Division, Marketing, Contact Center, and the Front Desk with the above-mentioned responsibilities.
• Respond to all live chats and emails from patrons on Live Agent from Play Live Online Gaming.
• Customer Support for Live Rewards Online Portal & App, including registering, resetting Pin, unlocking accounts, and updating profile.
• Maintain knowledge and skill levels on property specific systems including but not limited to: HMS, Oasis 360, MGT KMAN, HotSOS, Zingle, InMoment, Monday.com, Ignite, CRM, and OpenTable.
• Supports the Contact Center Manager with other duties assigned.

Must-Haves:

• High School education or GED equivalent
• Experience: Three (3) to four (4) years related experience and/or training, or an equivalent combination of education and experience.
• Gaming License: Must be able to obtain and maintain appropriate gaming license as mandated by the Maryland Lottery & Gaming Control Agency and Pennsylvania Gaming Commission Board

Physical Requirements:

• Ability to use hands and fingers to handle and feel.
• Ability to frequently talk, hear, walk, and sit.
• Ability to occasionally use hands and arms to reach, legs and feet to balance, stoop, kneel or crouch.
• Ability to regularly lift and/or move up to 5 pounds and infrequently lift and/or move up to 10 pounds.
• Ability to regularly utilize sufficient vision or other powers of observation to review documents and computer screens and organize documents and materials

Perks We Offer You

• Comprehensive health coverage for full-time and part-time Team Members and their eligible dependents
• Generous retirement savings options are available. 
• Free uniforms
• Free parking
• Discounted meals
• Service and Attendance bonuses
• Tuition reimbursement
• Discounts on hotels, theme parks, travel, and more!

Life at Live!

• 24/7 high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.
• Casino is over 100,000 square feet and requires the ability and energy to move about it with a true sense of urgency!

• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed.

Job tags

Salary