Reservations/Call Center Supervisor

The Reservations/Call Center Supervisor is responsible for creating and refining the daily procedures for the representatives and hotel operators.

Position Responsibilities

• This position issues comps, but does not comp to the level which requires a casino key employee license in accordance with NJ CASINO CONTROL ACT & COMMISSION REGULATIONS
• Preparing training materials and conducting stand-up staff training on an as-needed basis
• Assisting with the configuration and ongoing administration of the ACD (to include vector programming), CMS and voice response applications as needed to maintain operational efficiency in the center
• Responsible for maintaining a presence in the call center 24 hours a day.
• Development of policies and procedures as well as operational decisions regarding the use of hotel, reservations, casino management and voice response applications 
• Identification of trends and patterns in contact center performance; having direct accountability for meeting published service level goals
• Conduct agent evaluations; identify and recommend opportunities for staff advancement as well as cases in need of retraining and/or disciplinary action

Essential Functions

• Must be prepared and able to handle, with composure and tact, the effective planning and execution of many concurrent projects and programs
• Must be able to work extensively with team members in a coaching, mentoring, training as well as a disciplinary capacity
• Must be able to remain in a seated or standing position for extended periods of time.
• Prolonged viewing of data on a computer monitor
• Must be able to work holidays and weekends, as well as flexible shifts and/or unusual hours with short notice
• Travel to/from work and on-site attendance to perform the essential function of the job
• Exposure to casino related environmental factors including but not limited to second- hand smoke, excessive noise, and stress related to servicing customers in a high pressure, fast paced environment.

• 2+ years experience within an inbound contact center
• Strong knowledge of property management, reservations and player tracking systems (e.g. HMS, REEF, SYNKROS) along with proficiency with all MS Office packages
• Excellent verbal and written communication skills
• Proven ability to lead, direct, delegate and motivate others
• Demonstrable understanding of the complexities associated with a skills-based routing and scheduling environment
• Experience in a startup operation or in the casino industry is considered a definite plus
• Ability to effectively communicate in English

• Free meal on shift
• Training & Development
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k,)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off
• Free Parking