Mystic Lake Casino Hotel

Call Center Supervisor Ft 2nd/3rd shift

Prior Lake, MN
Jun 28, 2018
Jul 28, 2018
Mystic Lake Casino Hotel
Job Type
Employment Status
Full Time
Shift - Hours: Various
Days: TBD - based on business needs
Hiring rate or hiring range: $15.83 - $17.81 / hr based on qualifications
Job Description:

Job Summary:

Supervises Call Center shift operations to ensure staff is routing incoming/outgoing telephone calls and answering guest questions accurately and timely according to the department's high guest service standards and performance requirements.

Job Duties:

  1. Coordinates call center workflow/activities to achieve expected volume.
  2. Intercedes on incoming telephone calls with difficult guests and/or calls requiring in-depth knowledge or assistance.
  3. Monitors calls to ensure that performance standards are being met.
  4. Maintains scheduling, department orientation, and training for all call center team members. Coaches team members to ensure a pleasant guest experience and effective operations within a fast paced, high volume environment. Provides guidance and direction to team members including setting performance standards.
  5. Interviews, selects, hires and promotes team members. Completes performance appraisals, and administers disciplinary action and maintains team member performance notes.
  6. Provides call center operations information to team members in a timely manner. Keeps current with all casino and hotel promotions.
  7. Ensures that shift checklists and call center reports are being completed on a daily basis.
  8. Monitors, audits and balances multiple systems for the department. Conducts daily system audits to ensure accurate inventory of rooms and promotional offers (CIC, Opera, Myfidelio, and CMP).
  9. Conducts daily shift meetings.
  10. Communicates call center information to affected departments.
  11. Finalizes group preparation according to their resume.
  12. Occasional Tasks.

Requirements: Full time Call Center Supervisor opportunity

3 - 2nd shift time 2 pm -10:30 pm

2 - 3rd shift times 10 pm to 6:30 am

  1. A combination of post-high school education and/or call center, hotel or leadership experience in a guest/client focused environment to equal 1 year.
  2. Must be able to read, write, and speak English clearly.
  3. Must be able to type 35 wpm.
  4. Must be able to pass basic math test.
  5. Ability to communicate with a diverse population
  6. Proficient in word-processing, spread sheets, presentations, data base and electronic software.
  7. On feet or standing 50% of time.
  8. Must be able to lift 25 lbs.
  9. Heavy keyboarding - 75% of time.

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