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Contact Center Supervisor – Maryland

Live! CasinoHotel

This is a Full-time position in Hanover, MD posted July 20, 2021.

Function (Scope and Main Purpose of Job)The Contact Center Supervisor supports the operations of the Contact Center.

The overall goal of the Contact Center Supervisor is to ensure all guest contacts are handled in a professional and courteous manner while providing quality services to both guests and Team Members.Core Service StandardsCLEAN: Must make the property shine and look impeccable while maintaining a neat CLEAN and crisp personal appearanceSAFE: Must make guests feel SAFE and comfortable through creating a worry free, carefree experience.FAST: Provide FAST and efficient service with accuracy.

Meet service time requirements and anticipate guest needs.FRIENDLY: Greet each guest with FRIENDLY welcomes, making eye contact and smiling.

Use H.E.A.R.T.

steps to ease guest concerns.

Say thank you to departing guests.FUN: Work passionately as a team to create a FUN experience both for everyone who works and plays here.Specific Responsibilities and DutiesProvides stellar service to all Team Members and guests.Neutralizes guest opportunities by providing exemplary service.Handle call escalations in regards to guest issues to support hourly Team MembersEnsures the completion of all hourly Team Member’s responsibilities and assisting as needed.Supports the Hotel Division financial goals be prompting hotel amenities and services to according brand standards and Seeks and acts upon opportunities to upsell services and accommodations.Maintain guest confidentiality at all times when reviewing information.Promotes positive and productive motivation within department.Maintains knowledge of current service offerings, promotions, in-room offerings, current product inventory levels, in-house activities or events and travel conditions.Responsible to implement processes, procedures, and sequences of service relevant to the operation and development of the Contact Center.Ensures effective support, coaching, evaluation, and mentorship of the Contact Center Team Members.Responsible for leading and mentoring Team Members.Responsible for the development of department initiatives; monitor and manage call flow and handling effectiveness, response to service related concerns, and Team Member relations.Maintains awareness of departmental KPIs.Ensures that one-on-one conversations and individual Team Member KPI reviews take place on an uninterrupted manner.Strategizes on the enhancement of departmental outcomes.Facilitates the flow of information throughout the department.Recommends enhancements to current processes, policies, procedures, and sequences of service.Maintains strong interdepartmental relations.Ensures all information as related to the deployment of marketing campaigns is properly communicated and planned for as it relates to the operation of the Contact Center.Oversees training facilitation and coaching of direct reports in understanding their duties and provides clear expectations.Ensures scheduling practices remain in alignment with business trends and financial objectives.Maintain a working Knowledge of availability, complimentary qualifying criteria, room types and rates, package rate, special features and amenities, information on casino and Hotel outlets, and local attractions in order to provide a proactive and unparalleled guest experience.Maintains full knowledge, understanding, and adherence to company and department rules, policies and procedures, and sequences of service.Ensures Team Members’ records are up to date; including personnel performance records, requests for time off, disciplinary actions, and special accommodations.Supports and assists the Hotel/Casino, including but not limited to Casino Hosts, Relationship Marketing, Contact Center, and the Front Desk with the above mentioned responsibilities.Maintain knowledge and skill levels on property specific systems including but not limited to: HMS, Oasis 360, MGT KMAN, Hotsos, Zingle, Intract and Opentable.Supports the Contact Center Manager with other duties assignedJob Requirements (skills, knowledge, and abilities)Excellentservice,communication,andorganizational skills.Must possess excellent computer skills and knowledge of call systems.Effective prioritization skills.Objective analytical skills.Reliable ownership and follow throughskills.Ability to interpret call center statistics.Impeccable service and conflict resolution skills.Effective salesmanship skills.Strong computer literacy skills.Strong communication and organizational skills.Effective prioritization skills.Reliable ownership and follow through skills.Ability to provide a luxury experience while engaging in every conversation with team members and guests.Ability to communicate effectively in one-on-one, small group, and large group situations.Ability to read, write and communicate verbally in English.Ability to apply common sense reasoning to service related scenarios.Educational RequirementsEducation: High School education or equivalentExperience: Three (3) to four (4) years related experience and/or training, or an equivalent combination of education and experience.Must be able to comply with all state gaming regulations, which may include obtaining a license.Physical RequirementsAbility to use hands and fingers to handle and feel.Ability to frequently talk, hear, walk and sit.Ability to occasionally use hands and arms to reach, legs and feet to balance, stoop, kneel or crouch.Ability to regularly lift and/or move up to 5 pounds and infrequently lift and/or move up to 10 pounds.Ability to regularly utilize sufficient vision or other powers of observation to review documents and computer screens and organize documents and materials.Working Conditions24/7 high energy casino with over 300,000 sq.

ft of gaming and entertainment space and approximately 3000 employeesExposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.You will work in an environment where smoking is allowed.

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