Call Center Supervisor - Hotel Reservations

Overview

It is the responsibility of the Call Center Supervisor to oversee the activities of a team of inbound phone representatives supporting all Reservation functions, to ensure guests receive a standard of superior service at the Golden Nugget.

Responsibilities

• Facilitates employee development through direct interaction, communicating goals, setting expectations, giving performance feedback, motivating, coaching, and leading employees to reach new levels of skills, knowledge, techniques and attitude.
• Continually assesses agent productivity and call activity to fully ensure maximum performance and support department service standards.
• Meet performance measurements throught productivity enhancements and cost control.
• Ensures quality delivery of the Reservations products by monitoring and providing feedback to employees.
  
  

Additional Knowledge, Skills, and Abilities: The candidate will have a professional demeanor, be comfortable working with all levels of employees, and capable of additional responsibility and growth. The ability to establish and maintain a positive and professional working relationship with all individuals; listens carefully and understands various points of view; ability to perform as a team member. Must possess strong computer skills, have outstanding organizational abilities and excellent creative thinking and problem-solving skills.

Qualifications

• 2 years Hotel/Casino Reservation experience with a strong working knowledge of LMS, CMP, Room Key, Quality Assurance reporting or other related work experience.
• Minimum of 2 years previous supervisory or management experience in a hotel environment.
• Previous customer service experience required in the hospitality industry.
• Outstanding leadership capabilities, with demonstrated ability to lead, train, develop, and motivate a team of agents.
• Strong commitment to enhancing both internal and external customer focus; ability to provide timely feedback related to customer service, sales, or specialty issues.
• Excellent verbal and written communication skills.
• Strong presentation skills.
• Excellent interpersonal skills, with ability to effectively interact with employees at all levels within the organization.
• Proven ability to manage multiple tasks and effectively handle shifting priorities in a dynamic work environment.
• Able to work varied hours, including nights, weekends, and holidays.
• Perform other duties as requested from management.
  
  

Pay Range

Starting from USD $40,000.00/Yr.