CALL CENTER SUPERVISOR

Overview

Responsible for the successful overall management of the Call Center, to ensure that phone calls are answered and connected in a timely manner, and that accurate general information is available and offered to callers.

Pearl River Resort Associates are required, on a continual basis to…

Adhere to any and all company and departmental policies, practices and procedures.

Contribute to a safe work environment, through compliance with established safety guidelines, identifying potential safety hazards, and reporting same to the appropriate person for proper resolution.

Maintain a professional departmental, company and community reputation.

Responsibilities

• Maintains appropriate staffing levels in the department, by interviewing, selecting, training, scheduling, evaluating, promoting, disciplining and terminating Associates, as needed.
• Supervises the activities of all associates in the department, to ensure prompt, efficient service is given in receiving and distributing calls, paging, and messages.
• Responsible for assisting in the overall management of areas and assisting where needed.
• Ensure adherence to, standard operating procedures (SOP’s) and quality standards are met, while still exceeding the guest’s expectation. Evaluate and modify as needed.
• Trains, directs and supervises the day to day activities of the Call Center associates.
• Effectively resolves problems within the department, as well as minor guest conflicts/complaints, in a fair and equitable manner.
• Assists with phone repairs, ordering of equipment, moves and changes, as necessary; assures that all equipment functions properly; advises staff of any technical problems with systems on property.
• Held accountable, to a high degree, for the accuracy and thoroughness of departmental records and reports.
• Leads by setting a positive example to all Associates.
• Responsible for maintaining a consistent, regular attendance record.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.

SUPERVISORY RESPONSIBILITIES: 

Directly supervises the daily activities of the Call Center staff on assigned shift.

Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training Associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining Associates; addressing complaints and resolving problems.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

AGE and GAMING:

21 years of age or above.

Gaming property – Must be able to obtain and maintain a gaming license issued by the Choctaw Gaming Commission.

EDUCATION and/or EXPERIENCE:

High School Diploma or GED is required. One (1) year experience in Reservation/Call Center/PBX environment is required. One (1) year supervisory or management experience in a large scale resort environment is preferred.

TESTING:

Must score a minimum of 30 WPM, with an accuracy rating of 85% or better on the Keyboarding test, 3000 KPH on Data Entry and required to take Excel Test (no minimum score). Must take the required testing identified for this position.

SPECIAL QUALIFICATIONS:

Must have working knowledge of CMS, LMS, & Synkros property systems.

LANGUAGE SKILLS:

Ability to read and comprehend simple instructions and correspondence. Ability to write basic instructions and correspondence. Ability to effectively present information in one-on-one and small group situations.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY:

Ability to apply commonsense reasoning to a variety of situations.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by the Associate to successfully perform the essential functions of this job.

Essential responsibilities include moderate physical ability such as lift or maneuver at least thirty (30) pounds, and standing/walking 75% and Sit for short durations 25% of the shift. Bending, stooping and stretching of arms during assigned shift. Push or pull service carts weighing approximately twenty (20) to thirty (30) pounds to their assigned storage or working areas. 

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an Associate encounters while performing the essential functions of this job.

The noise level in the work environment is usually moderate. When on the casino floor, the noise level increases to loud. When on the casino floor or other designated areas may be subjected to tobacco smoke. 

Due to the unpredictable nature of the hospitality/entertainment industry, Associates must be able to work varying-schedules to reflect the business needs of the property.

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