Manager - Call Center

Description

Major Focus

• Manage the day-to-day operations of Call Center operations, - Reservations, PBX and all other services in a manner that promotes maximum productivity and efficiency in the handling of all customer inquiries/reservations.

Essential Functions

• Monitors day-to-day operation to ensure that the department is meeting goals, objectives, is following policies and procedures and is providing services effectively and efficiently; take corrective action as appropriate.
• Supervises Call Center Staff handling calls ensuring that each are handled a per established guidelines; assist in the process, as necessary.
• Maintain performance standards for all levels of customer contact center staff.
• Review, investigate and prepare responses to guest complaints and compliments.
• Develop and distribute inter-departmental memos, letter and daily correspondence.
• Ensure that Call Center staff is well-informed and receives copies of all current promotions/events. Ensures that Agents are checking emails daily and are prepared for the current day.
• Oversee the Event ticketing system. Ensure events are built, monitored, and closed in a timely manner.
• Oversee scheduling of staff and work assignments.
• Maintain a working knowledge of current reservations systems and call center software
• Ensures that guest requests are completed within 10 minutes routinely.
• Ensures that call center calls are tracked, recorded; identify and report trends
• Provides support to others in the guest problem resolution process.
• Monitors the number of calls in the cue to minimize the number of abandoned calls.
• Schedules and facilitates departmental meetings on a regular or as needed basis.
• Produces weekly schedule and coordinates break schedule for Agents.
• Work with department supervisor(s) to develop monthly incentive plans and timelines.
• Utilize symposium software to monitor efficiency of call center staff and to complete daily, monthly, and yearly call reports.
• Interview, select, hire, and retain superior employees
• Coaches, and counsels’ subordinate employees
• Oversee and ensure the timely completion of employee evaluations
• Conduct training with subordinates, both formally and informally
• Observe Agent performance providing timely and effective feedback.
• Ensures that Agents are maintaining a proper image regarding grooming and dress standards.
• Issue discipline and terminates employees as appropriate
• Reward and recognize superior performers
• Oversee and ensure that employees work safely and follow all safety rules
• Exercises considerable judgement in determining priorities, managing projects and assignments, delegating work, and overall accomplishment of goals and tasks.
• Monitors labor resources to ensure maximum effectiveness in guest services while realizing full profit potential.
• Manages departmental budget, maximizing revenue and controlling expenses as appropriate
• Manages payroll and labor costs
• Maintains relevant records and oversees the maintenance of records as appropriate for the department
• Develops and implements strategic goals, objectives, and business plans for the department
• Ensures compliance with relevant laws and regulations as well as company policies and procedures
• Maintains up-to-date knowledge of industry and competition
• Ensures effective communication within the department and company
• Establishes and implements customer service standards
• Holds subordinates accountable for established performance expectations
• Motivates and develops staff; provides advice and guidance as appropriate
• Assumes same job description as Assistant Manager, Supervisor, Lead Agents, and Agents

Additional Functions

• Perform other duties as assigned.
• Represent Bally’s Dover in the most positive manner with guests, co-workers, managers and vendors.

Requirements/Education

• 3 – 5 years of management experience preferred
• 2 years of experience supervising/managing a call center or in a customer service environment preferred
• High school diploma, GED or equivalent work experience required, college is preferred
• Must be proficient with Microsoft Office software.
• Must be well versed in LMS, CMS and POS computer systems.
• Must possess superior customer service and leadership skills
• Must possess superior written and oral communication skills
• Must be able to solve problems and deal with a variety of situations
• Must present an overall professional appearance
• Must be able to work weekends, holidays and nights as scheduled
• Must be creative, able to express ideas, think out of the box and make recommendations regarding departmental practices.
• Must be flexible in all situations, able to always maintain a professional and positive attitude.
• Must be able to handle multiple assignments under time constraints.
• Must be able to perform basic math calculations.
• Must be able to conduct analyses and generate reports/graphs to reflect findings.
• Must be able to set and achieve high standards of performance including confidentiality of all sensitive information.
• Must be able to report to work on time as scheduled.
• Must be able to successfully pass a background check.
• Must present an overall professional appearance and report to work in appropriate attire.
• Must be able to speak, read and write English