Call Center Supervisor

Responsibilities:

• Monitors day-today operations to ensure the department is meeting goals and objectives. Following policies and procedures and is providing services effectively and efficiently. Take corrective action as appropriate.
• Produces and maintain a “kick ass” work environment, one in which Hard Rockers thrive.
• Supervises the reservations process, ensuring quick, courteous and effective service is delivered routinely; assist in the process as necessary.
• Executes the hotel’s daily, weekly sell strategy.
• Reviews the inventory of rooms to maximize occupancy on day of.
• Monitors all internet channels and availability.
• Verify suites and handicap rooms are assigned daily.
• Input all 3rd party reservations.
• Provides support to Reservation/PBX staff in the guest problem resolution process.
• Monitors the number of calls in cue to minimize the number of abandoned calls.
• Monitors the current day’s casino block on a consistent basis to ensure that the casino has ample number of rooms to accommodate players.
• Briefs staff on pertinent information.
• Assists with scheduling, coordinating breaks, and payroll.
• Monitors labor resources to ensure maximum effectiveness in guest service while realizing full profit potential.
• Processes shift reports daily.
• Observes Agent performance providing timely & effective feedback.
• Ensures that Agents are maintaining a proper image in regard to grooming and uniform standards
• Establishes and maintains close working relationships with all departments ensuring maximum cooperation, productivity, morale and guest service.
• Makes suggestions for improvements in overall operations with emphasis on increasing guest satisfaction, revenues as well as reducing costs.
• Acknowledges high achieving Hard Rockers.
• Displays fair treatment with respect to disciplinary action and produce documentation as necessary.
• Resolves guest & Hard Rocker issues/disputes.
• Develops, implements, and participates in various committees addressing guest/Hard Rocker issues.
• Mentors Agents assisting in their professional development and growth.
• Produces performance appraisals for direct reporting Hard Rockers.
• Adheres to department and property policies and procedures.
• Supervises Reservation and PBX Agents.
• Verify reservations and cancellation in Synxis
• Completed MOD log and 5-day out availability report at the end of each shift.
• Assume same job description as Reservation Lead Agent and Agent.
• Assist Reservation Manager with all job duties within the department.
• Promotes safety awareness to minimize work related injuries.
• Process gift cards and credit card authorization forms.
• Maintains service sequence weekly and guest service initiative quarterly.
• Updates and maintains training manual as needed.
• Trains all new hires for the department.
• Upholds the Mission Statement – To spread the spirit of rock ‘n roll by creating authentic experiences that rock.
• Represents Hard Rock Biloxi in the most positive manner with guests, co-workers, managers, and vendors.
• Lives by the Hard Rock Values!
• Enters and delivers guest wake-up calls, offers a follow-up wake-up call through Percipia
• Enters reservations via fax, email, and as per management.
• Disseminates information to guests about the property and local area.
• Sends and delivers guest faxes.
• Answers incoming phone calls, routing as needed.
• Maintains knowledge of property information & memorabilia.

Competencies:

• Must project a professional and positive image.
• High energy level.
• Proficiency in typing.
• Excellent non-verbal communication skills – good posture, able to establish eye contact, and positive body language.
• Must project a professional and positive image.
• Ability to handle and carry out instructions.
• Ability to deal with people in a manner that shows sensitivity, tact, and professionalism.
• Must be able to maintain composure under stress in a fast-paced work environment.
• Must be able to stand for long periods of time.
• Basic reading and math skills.
• Ability to work a flexible schedule.
• Excellent interpersonal and communication skills.
• Must be able to communicate clearly and effectively with all Hard Rockers and guests.
• Ability to understand and promulgate written memos, instructions, regulations.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.