Call Center Supervisor - Full-Time (Horseshoe LV)

Responsibilities/Purpose

The Call Center Support Supervisor is responsible for the day-to-day supervision of Call Center Agents under the Parking Assistance team and ensuring customer interactions are handled in a helpful friendly upbeat and professional manner. The Call Center Support Supervisor will supervise all aspects of the department and agents performance development and coaching as they assist guests that contact the Las Vegas Regional Call Center. They will provide direction and guidance to ensure consistent achievement of key performance metrics.

Job Functions:

• Builds and leads a high-performing team of agents and leads to achieve and exceed service delivery and customer expectations in regard to Service Levels Abandonment Adherence Turnover QA Monitor Scores and other standards as determined by contact center management.
• Ensures agents are answering all incoming customer interactions efficiently accurately and professionally as they assist internal and external customers.
• Monitors agents and leads behaviors and provide constructive feedback to improve performance and morale in an effort to improve service.
• Conducts side-by-side meetings with agents to appraise performance then continually monitor coach and develop agents to drive department morale and for optimal performance so that department standards for service are met or exceeded.
• Monitors adherence to ensure agents are meeting or exceeding department and company standards.
• Ensures understanding and compliance of staff in regard to department/company policies/procedures.
• Measures documents and communicates agents performance and progress towards goal attainment for assigned team. Accurately and swiftly communicate issues and potential issues to management.
• Contributes to customer retention and continuously increases customer loyalty levels through advanced problem resolution handling of escalated customer interactions and mentoring agents to be well-informed friendly helpful upbeat and positive.
• Rewards and recognizes agents via implemented incentive programs to elevate agent productivity performance and achieve service goals.
• Display strong motivational skills toward achieving Call Center goals while maintaining low levels of turnover.
• Generates new ideas/solutions on specific Call Center issues and participates in projects and process improvement initiatives.
• Interviews and hires staff and other Human Resources related tasks.
• Completes all additional tasks and responsibilities not listed as required or assigned by management.

Essential Requirements:

Education:

• High school diploma or equivalent required

Experience:

• Three (3) years of supervisor experience three (3) years of Guest Services Hotel Front Desk or contact center environment or three (3) years of experience in a customer service-related field.
• Intermediate level of knowledge of Microsoft Office programs (Excel PowerPoint and Word)
• Three (3) years of previous LMS experience

Abilities:

• Must be able to type
• Able to work independently as well as with a team and take initiative with minimal supervision
• Highly motivated proactive individual and independent thinker.
• Team building; must be able to develop motivate and inspire the team to achieve desired results.
• Strong knowledge of customer care processes and techniques is vital. Must have the ability to handle and resolve customer complaints and ensure customer satisfaction and maintain good customer relationships
• Problem-solving; exercises good judgment when analyzing and solving problems pays attention to details
• Can handle multiple tasks in a high volume high-stress fast-paced environment
• Excellent listening and interpersonal skills
• Demonstrates a friendly upbeat and positive disposition
• Must present a well-groomed professional appearance.
• Excellent written and verbal communication skills are required.
• Ability to read write speak and understand English
• Able to maintain a flexible working schedule based on business demands as well as being dependable and punctual

Desired Skills:

• Experience with Hotsos Maximo and Sharepoint.
• Contact Center experience.
• TIBA Parking System Knowledge
• HPS
• XProtect
• LMS
• Interaction Client

Disclaimer: This is not necessarily an exhaustive list of all responsibilities skills duties requirements efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change (e.g. emergencies changes in personnel workload rush jobs or technical developments).

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

Caesars Entertainment reserves the right to make changes to the job description whenever necessary.

As a part of Caesars Entertainments employment process finalist candidates will be required to complete a drug test and background check prior to an offer being extended. Caesars Entertainment Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race national origin gender age religion disability sexual orientation veteran status or marital status.