Call Center Supervisor

Call Center Supervisor

The Call Center Supervisor is a key leader responsible for the success of the Cross Property Call Center, ensuring that all casino and hotel property information is accurate and readily accessible to team members. This position oversees operations to maintain superior guest satisfaction, quality service, and safety standards while fostering a positive and professional work environment.

Essential Job Functions

• Coach call center staff to handle challenging customer service issues effectively.
• Counsel, develop, and manage team members in accordance with company policies and procedures.
• Interview, hire, train, and provide performance feedback to team members.
• Ensure daily staffing levels are appropriate to meet operational needs.
• Oversee and maintain updated property information for team use.
• Operate property management and casino management systems, assisting with reservations, event scheduling, wake-up calls, and general guest inquiries.
• Ensure assignments are completed efficiently and align with company standards.
• Handle and resolve guest complaints promptly, following up to ensure satisfaction.
• Promote The Landing Hotel and brand-specific marketing programs to guests.
• Greet guests warmly, answer inquiries, and provide accurate information about property amenities and local attractions.
• Coordinate with other departments, such as Housekeeping, to optimize the guest experience.
• Communicate effectively with team members, providing clear directions and updates.
• Complete and document opening and closing shift duties, ensuring smooth handoffs between shifts.
• Analyze call center data to identify trends and opportunities for improvement.
• Prepare detailed reports for upper management to inform decision-making.
• Ensure compliance with quality assurance standards, regulatory guidelines, and safety procedures.
• Perform additional duties as assigned, such as guest room tours, concierge services, or addressing special guest requests.

Qualifications

• High school diploma or equivalent required.
• 2-5 years of experience in a hotel, call center, or related field preferred.
• Supervisory experience (2-5 years) preferred.
• Ability to communicate effectively in English with team members and guests.
• Outstanding interpersonal communication skills (verbal and written).
• Strong leadership, prioritization, and planning capabilities.
• Proficiency in property management systems (PMS), casino management software, and standard office applications.
• Ability to remain calm and professional in high-pressure situations.

Physical Requirements

• Prolonged periods of standing, walking, and sitting.
• Regular bending, stretching, twisting, and reaching.
• Ability to push/pull objects weighing up to 50 pounds.

The above duties and responsibilities are representative. Full job descriptions are available upon hire.