Call Center Manager

SUMMARY

The Call Center Manager oversees the daily operations of the Call Center and our PBX departments to ensure guest satisfaction. They will directly supervise all office personnel and ensure proper completion of all call center duties. The Call Center Manager will be responsible for upholding Grand Sierra Resort’s high service standard through the training and professional development of all Team Members.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Monitor staff behavior, direct breaks and direct job functions to expedite all incoming calls. Direct staff in proper job functions and proper guest interaction.
• Supervise working of all team members and ensure achievement of all call center objectives according to quality standards.
• Provides coaching and discipline where applicable
• Maintain rates & rate codes in various systems and extranets; based on information communicated by the Hotel Revenue team.
• Perform property rate and inventory audits as well as audits on third party associated websites to ensure the rates and properties are represented accurately
• Regularly check the input and the quality of data (segmentation, following restrictions, etc.).
• Troubleshoot all system issue with/between LMS and third party systems.
• Build and maintain all necessary codes in LMS and third party extranets for hotel processes.
• Works with Training Manager to ensure all training materials are up to date and relevant
• Responsible for all interviewing, hiring and coordination of training of Team Members
• Maintains efficiency in staffing and scheduling for all areas under their direct supervision, creating or approving all posted schedules
• As needed, will step in to any area under their supervision to act in that capacity to help when busy or low staffed
• Adjust room rate and occupancy control on a daily basis to maximize room revenue and hotel occupancy.
• Maintains appropriate inventory of required supplies and promotional items.
• Analyze all guest complaints and requests and ensure timely resolution for all.
• Make constant contact with both internal and external guests to provide optimal guest service. This includes contact with various hotel departments in an effort to provide/obtain pertinent information needed to ensure proper guest service is provided.
• Oversight of all group reservations, sales contracts and data connection with third party booking systems

QUALIFICATIONS

4 years Hotel management experience is required. Previous Call Center experience required. 2 years minimum practical experience; any combination of education, training, or experience that provides the required knowledge, skills, and abilities.

EDUCATION

Any combination of education, training, or experience that provides the required knowledge, skills, and abilities.

LANGUAGE SKILLS

Excellent communication skills both written and oral. Must possess interpersonal skills to deal effectively with business contacts and employees at all levels of the company. Must possess a strong attention to detail and presentation skills.

Results oriented, hands-on professional with the ability to deal effectively and interact well with the customers and employees. Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, percent, and to create and interpret bar graphs.

REASONING ABILITY

Ability to define problems, collect data, establish facts and draw valid conclusions through decisive judgment. Ability to interpret and follow through on a variety of instructions furnished in written, oral, diagram or schedule form.

CERTIFICATES, LICENSES, REGISTRATION

Must obtain and maintain Alcohol Awareness Card

OTHER QUALIFICATIONS

Must be a minimum of 21 years of age. Must be proficient in Microsoft Office Products: Word, Power Point, Publisher, Outlook; expert in Excel. Flexible to work all shifts including holidays, nights, weekend hours and overtime as business needs dictate.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee: must be able to maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment and effectively deal with customers, management, employees and others. Is regularly required to sit; stand; walk and move through all areas of the casino; speak and hear; use hands to finger, handle, or feel. May reach with hands and arms above shoulder level; bend/stoop, squat, balance, kneel, lift and push/pull. The employee must consistently be able to lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance visions, color vision, peripheral vision, depth perception, and ability to adjust focus.

Job Type: Full-time

Pay: $60,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift

Experience:

• Hotel Management: 4 years (Preferred)
• Call Center: 2 years (Preferred)

Work Location: One location