SLS Las Vegas

  • Contact Center Supervisor

    Posted Date 3 months ago(3 months ago)
    Job ID
    US-NV-Las Vegas
  • Job Description

    Responsible for the overall supervision of the Contact Center department

    Job Focus

    Focus is on, but not limited to the following:

    • Organizes Contact Center materials in an efficient, cognizant manner paying particular attention to detail
    • Monitor and coach all Contact Center team members.
    • Monitor daily Contact Center reports/logs to ensure in compliance with all established policies
    • Oversees the monitoring of service calls to ensure proper greetings, information and tone is used while speaking with all callers
    • Answers questions and recommends services to address customer complaints or desired requests
    • Completes data entry work and audits the Contact Center Agents work on a daily basis
    • Attends meetings as needed
    • Coordinates/manages multiple calendars with efficiency
    • Creates weekly schedules for the Contact Center Team
    • Maintains spreadsheets and databases
    • Establishes and maintains an effective working relationship with management, guests, and various departments on property
    • Answers all guest inquiries while maintaining current knowledge/familiarity with all hotel services/features and local attractions
    • Assist all casino and transient guests with reservation requests, including but not limited to rooms, shows, dinners, limos and amenities
    • Ability to read/understand and evaluate casino play and hotel offers
    • Meets and exceeds performance goals
    • Ensures guest wake up calls, NRG and Fire Command/Security processes comply as established
    • Oversees the labor and supply costs for the department.
    • Maintains and updates accurate reservation information into Opera and Go Concierge
    • Manages and organizes daily to do’s providing a timeline and point of action for each employee
    • Conducts reservation and telephone auditing, and provides immediate feedback
    • Perform job specific projects as assigned

    Desired Qualifications

    • A minimum two to three (2-3) years working for a Casino Marketing/Reservations program with a minimum of one (1) years direct Supervisory experience of Reservations/Casino Marketing being required
    • High School Diploma or equivalent is required
    • Must have the ability to effectively communicate in English, both written and verbal forms
    • A professional demeanor and attire is to be maintained at all times
    • Must have strong interpersonal and organizational skills
    • Ability to working independently with little to no supervision
    • Must be able to perform in a team environment
    • Possess the ability to motivate and maintain effective working relationships across all levels of staff and leadership
    • Must have exceptional time management skills
    • An intermediate to proficient understanding of Computer systems such as: Microsoft Word, Excel & Outlook is preferred
    • Proven ability to resolve guest conflicts with ease or determine if management is needed in certain guest situations
    • A valid Nevada Gaming license are required and must be obtained before entering this position
    • Must be 21 years of age or older


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