Call Center Supervisor- F/T

Job Description Summary

The Call Center Supervisor is a key role to the Agua Caliente’s guest service experience as it is directly responsible for the agents who are handling our valuable customer interactions.  The Call Center Supervisor will be responsible for a team of agents and will be directly accountable for the performance (quality, adherence, attendance, etc.).  As well, the Call Center Supervisor will serve as a shift manager, managing a shift of agents from multiple teams in order to meet service level goals using real-time call center management techniques inherent in the new operation.

Essential Duties and Responsibilities (other duties may be assigned)

• Assisting Call Center agents with transactional processes and customer interactions; serving as the first point of escalation in more complex situations where hosts and customers need additional attention.
• Supervising, training, mentoring a team of 10-14 agents; directly responsible for quantitative and qualitative performance scores posted by team members.
• Conduct trainings to ensure Call Center Agents are meeting Forbes standards on a consistent basis. 
• Responsible for hosting coaching and counseling sessions.
• Assisting the Call Center Operations Manager to create, strategize, execute and maintain new projects that will provide for a more elevated guest service experience.
• Trains new and existing employees for the efficient operation of the department.
• Helps establish and maintain appropriate staffing levels based on call volume.
• Assists Group Sales and Player Development team configure room block, rate codes and online bookings.
• Provides excellent service to both internal and external guests.
• Adheres to all Tribal Ordinances, Regulations, Internal Controls, and Standard Operating Procedures

Supervisory Responsibilities

Carries out responsibilities in accordance with the organizations policies, procedures. Responsibilities include assistants to train central room reservations agents in taking reservations and operating computer terminals and printers to store and receive reservation data.

Access to Sensitive Areas and Information

As per the ACGC Access Matrix

Signatory Ability

Employee payroll/time records

Required Education and/or Experience

• High School Diploma/G.E.D.
• 5 years call center experience. Supervisor experience preferred   

Working Conditions/Physical Demands

To perform this job successfully, the individual must be able to stand, move and work throughout the office area and properties, including walking up to 1 ½ mile, climbing stairs and sitting at a desk/workstation for the duration of the shift.  Also, may be subjected to a smoke-filled environment.

Typically, the individual will be housed in an office environment.  The noise level in the work environment is usually moderate but will escalate when located in the casino environment.  Must be able to grasp, bend, lift and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and sufficient dexterity of hand in order to use office equipment including, but not limited to:  a computer keyboard, calculator, general office equipment and multi-line telephone.