About the position
As a Call Center Supervisor at Bally's Dover, you will play a pivotal role in overseeing a team of Contact Center Reservation Sales Agents and Lead Agents. Your primary responsibility will be to ensure that the team operates efficiently and effectively, providing exceptional customer service to our guests. You will be responsible for training new agents, conducting performance evaluations, and providing ongoing coaching to enhance their skills. Your leadership will be crucial in creating a culture of excellence, where attention to detail and employee engagement are prioritized. You will actively participate in employee recognition programs and foster a positive work environment that encourages teamwork and collaboration. In this role, you will also manage various administrative tasks, including scheduling, reporting, and tracking productivity and attendance. You will monitor calls to ensure that service levels are upheld and that agents are providing accurate information to customers. Additionally, you will coordinate cross-training initiatives to ensure that all representatives are well-versed in both Reservations and PBX operations. Your ability to communicate effectively, both verbally and in writing, will be essential as you interact with staff and guests alike. The Call Center Supervisor will lead by example, stepping in to assist agents as needed and ensuring that all company policies and procedures are adhered to. You will be responsible for maintaining a safe work environment and will be expected to handle multiple tasks in a fast-paced setting. Your strong organizational skills and problem-solving abilities will be key to your success in this role, as will your capacity to maintain composure under pressure. This position requires a flexible work schedule, including evenings, weekends, and holidays, to meet the demands of the business.
Responsibilities
- Supervises team of Contact Center Reservation Sales Agents and Lead Agents
- Provides essential training for all Contact Center Reservation Sales Agents and Lead agents
- Conducts standards tests and provides on-the-spot feedback for Agents and Leads
- Assists in administration of scheduling, reporting, incentive programs, productivity tracking, attendance tracking, and progressive discipline
- Leads the department by example, assisting with agent or lead responsibilities as required
- Creates a culture of attention to detail through training, support, constant inspection, and clear feedback
- Promotes employee engagement by maintaining an adaptable leadership style
- Actively participates in employee recognition programs such as employee of the month
- Answers incoming calls as needed to minimize abandonment
- Ensures adherence to new programs, policies, and procedures are effectively followed by staff
- Coordinates cross-training of all representatives in the Contact Center for both Reservations and PBX
- Ensures customer service levels are consistently applied by staff
- Monitors staff calls to ensure information accuracy and service levels are upheld
- Ensures that all company and departmental policies and procedures are followed by staff
- Monitors daily break schedule for staff
- Contributes to evaluations for subordinates
- Conducts formal and informal training for subordinates
- Conducts formal and informal coaching and counseling with subordinates
- Rewards and recognizes superior performers
- Communicates in a professional manner and on a continual basis, both verbally and in writing
- Handles multiple hotel content and related systems including PMS and CRS
- Ensures that employees work safely and follow all safety rules
- Performs other duties as assigned
Requirements
- High school diploma, GED, or equivalent experience required
- One year of supervisory experience preferred
- Previous Call Center experience preferred
- Strong customer service skills and prior experience required
- Strong organizational and problem-solving skills
- Proficiency in Microsoft related programs, including Outlook, MS Word, and MS Excel
- Excellent communication skills in English (verbal and written) required
- Ability to work well with others and across departments
- Ability to prioritize multiple tasks and maintain a sense of urgency
- Detail-oriented with the ability to maintain composure under stress in a high-volume, fast-paced work environment
- Professional demeanor and ability to lead by example
- Flexible work schedule with the ability to work evenings, weekends, and holidays as scheduled
- Ability to exercise good judgment in decision-making
- Positive and solution-oriented attitude
- Ability to effectively deal with internal and external guests with patience and tact
- Ability to handle employee guidance, coaching, and counseling needs
- Effective coaching, development, and decision-making skills
Nice-to-haves
- Experience in a casino or hospitality environment
- Knowledge of hotel operations and systems
- Bilingual skills
Benefits
- Health insurance
- 401k retirement plan
- Paid time off
- Employee discounts
- Flexible scheduling options
