Talent.com
Senior Call Center Manager

Senior Call Center Manager

Atlantis Casino Resort SpaReno, NV, US
job_description.job_card.30_days_ago
serp_jobs.job_preview.job_type
  • serp_jobs.job_card.full_time
job_description.job_card.job_description

Overview

Come join Team Atlantis! The Senior Call Center Manager is responsible for Call Center operations, including, but not limited to, Atlantis Casino Resort Spa and Monarch Casino Resort Spa. The ideal candidate will have a proven track record in a multi-property, high-volume call center. The Senior Call Center Manager must ensure Team Members are executing guest service standards consistently to maintain our Forbes and AAA Diamond status.

In addition to day-to-day operations, the Senior Call Center Manager will be accountable for onboarding, training, consistent and accurate performance of the Team, call abandonment goals, scheduling, payroll, and team member retention. The incumbent in this role must be experienced at multi-tasking since each day requires differing priorities while still monitoring all responsible areas. The candidate must be positive, self-motivated, model professionalism, well-spoken, and naturally have a high level of energy to keep the Team engaged.

The Senior Call Center Manager, as with all members of the organization, provides excellent service to all guests and Team Members, and will proactively take initiative to complete tasks in a timely manner to meet all deadlines. Additionally, the incumbent will exercise integrity and confidentiality in all areas of performance. The incumbent shares in the Atlantis Casino Resort Spa support of the company's Vision, Mission, and Values, and consistently performs all functions in a fashion that inspires and motivates others to actively pursue them. As part of the leadership team, role models the expected behaviors of service, positive attitude, cooperation, and accountability. Engenders trust in others and develops credible relationships at all levels.

Responsibilities

  • Responsible for maintaining the Forbes Recommended status.
  • Determines and executes the Annual Business plan.
  • Budgets and reviews, researches, and analyzes department revenues and expenses.
  • Creates and implements department-specific policies and procedures.
  • Maximizes efficiencies and looks for opportunities to improve operations.
  • Reviews market trends and proposes necessary changes.
  • Oversees the hiring, training, development, and morale of Team Members.
  • Manage a team of 25+ agents and multiple managers in a high-volume, multi-property call center.
  • Participates in all interviews and reference checks for potential team members.
  • Coordinates onboarding schedules of new team members with the management and training team.
  • Oversee the development of all department training documentation and processes.
  • Manages weekly tracking of all new hire training, any retraining efforts, and "train the trainer" initiatives.
  • Partners with the Training and Performance Manager to provide final sign-off of training before an agent is put on the live phone lines.
  • Responsible for weekly scheduling and payroll.
  • Responsible for oversight of the weekly call monitoring program, ensuring each agent is shopped twice weekly and adheres to Atlantis standards.
  • Presents weekly roll-up of all performance-related KPIs, including talk time, make busy time, LuxSell attempt rate, and call monitoring scores.
  • Functions as the process expert for the overall reservation booking experience.
  • Function as the escalation point for any guest or intra-departmental issues.
  • Serve as the 'chief morale officer' of the Call Center, establishing an environment that is not only professional but fosters teamwork and synergy.
  • Create and manage ongoing team morale programs in conjunction with the Reservations Manager / Asst Managers, and Training and Performance Manager whether they are metric-driven contests, incentives, or team-building activities
  • Performs other incidental and related duties as required and assigned.

While performing the duties of this job, the employee may be required to stand; walk; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk, and hear. The employee may occasionally lift and / or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.

Qualifications

  • Bachelors' Degree or higher, in Hospitality or related field, or combination of comparable education and experience is required
  • Minimum of 4 years' experience in progressive hospitality roles or call centers
  • Excellent communication skills
  • Competency in standard computer / office programs
  • Additional knowledge in hospitality programs preferred (HMS, HotSOS, etc.)
  • Must adhere to all appearance standards, including but not limited to no "visible" tattoos / piercings or unnatural hair colors.
  • Atlantis Casino Resort Spa fosters a team working environment and an environment that is focused on Team Member recognition and appreciation. Some of the ways in which we accomplish this is by offering the following :

  • Comprehensive benefits (medical, dental, vision, supplemental coverage)
  • 401K retirement savings plan + discretionary match
  • Education Tuition Reimbursement Program
  • Paid Vacation
  • Holiday Pay
  • Weekly Resort Prizes
  • Career Development and Training Workshops
  • FREE daily meal
  • Internal Advancement
  • serp_jobs.job_alerts.create_a_job

    Call Center Manager • Reno, NV, US

    Job_description.internal_linking.related_jobs
    • serp_jobs.job_card.promoted
    Contact Center Manager

    Contact Center Manager

    VirtualVocationsReno, Nevada, United States
    serp_jobs.job_card.full_time
    A company is looking for a Contact Center Manager with Security Clearance.Key Responsibilities Supervise and support a team of 100 Contact Center Agents and 5 Senior Agents Provide coaching, men...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Senior Electrical Project Manager - Data Center Construction

    Senior Electrical Project Manager - Data Center Construction

    Turner & TownsendReno, NV, US
    serp_jobs.job_card.full_time
    From the inception of a project through to completion and beyond, Turner & Townsend help to deliver the outcomes that matter through transformational projects covering the full spectrum of cons...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_1_day
    • serp_jobs.job_card.promoted
    Senior Sales Enablement Manager

    Senior Sales Enablement Manager

    VirtualVocationsReno, Nevada, United States
    serp_jobs.job_card.full_time
    A company is looking for a Senior Sales Enablement Manager.Key Responsibilities Define and document the sales process, establishing clear expectations for each stage of the sales cycle Develop a...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Senior Affiliate Manager

    Senior Affiliate Manager

    VirtualVocationsReno, Nevada, United States
    serp_jobs.job_card.full_time
    A company is looking for a Senior Affiliate Manager to build, manage, and optimize its affiliate program.Key Responsibilities Source, recruit, and negotiate with top-performing affiliates across ...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Call Center Representative

    Call Center Representative

    VirtualVocationsReno, Nevada, United States
    serp_jobs.job_card.full_time
    A company is looking for a Call Center Representative who will handle direct communications with members, providers, and health plans. Key Responsibilities Directly communicate with members, provi...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Contact Center Manager

    Contact Center Manager

    Clearance JobsReno, NV, US
    serp_jobs.job_card.full_time
    Spectrum Healthcare Resources (SHR) has a potential opportunity for a Contact Center Supervisor with the Veteran's Experience Office (VEO). Supervise and support a team of 100 Contact Center Agents ...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    • serp_jobs.job_card.promoted
    Data Center Construction Manager, Data Center Construction

    Data Center Construction Manager, Data Center Construction

    AmazonSparks, NV, US
    serp_jobs.job_card.full_time
    Data Center Construction Manager.AWS Infrastructure Services owns the design, planning, delivery, and operation of all AWS global infrastructure. In other words, we're the people who keep the cloud ...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    • serp_jobs.job_card.promoted
    Senior Project Manager- Data Center

    Senior Project Manager- Data Center

    Helix ElectricReno, NV, US
    serp_jobs.job_card.full_time
    Senior Project Manager- Data Center.Our Senior Project Manager is responsible for managing project teams that plan, manage, oversee, and direct all projects. Helix Electric was founded in 1985 and i...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Energy Marshal- Data Center / Mission Critical

    Energy Marshal- Data Center / Mission Critical

    Helix Electric IncReno, NV, United States
    serp_jobs.job_card.full_time
    Our Superintendent is responsible for the installation and implementation of large-scale electrical projects.Helix Electric was founded in 1985 and is now one of the nation's largest and most succe...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    • serp_jobs.job_card.promoted
    Senior Service Delivery Manager

    Senior Service Delivery Manager

    VirtualVocationsReno, Nevada, United States
    serp_jobs.job_card.full_time
    A company is looking for a Senior Service Delivery Manager to manage client relationships and ensure quality service delivery. Key Responsibilities Manage assigned client relationships to ensure d...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Manager, Service Center

    Manager, Service Center

    FOXSparks, NV, US
    serp_jobs.job_card.full_time
    Responsible for planning, executing, and overseeing the day-to-day operation of the Service Department, which supports Fox Factory bicycle suspension and Race Face / Eason components.Leading a team ...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    • serp_jobs.job_card.promoted
    Facilities Manager, Data Center Operations

    Facilities Manager, Data Center Operations

    GoogleReno, NV, US
    serp_jobs.job_card.full_time
    Facilities Manager, Data Center Operations.At Google, we aim to foster Googley work environments that are collaborative, friendly and fun. The Facilities Management team brings our spaces to life as...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    • serp_jobs.job_card.promoted
    Health Services Call Center Advisor (PERS & Non-Emergency Support)

    Health Services Call Center Advisor (PERS & Non-Emergency Support)

    Best Buy HealthFernley, NV, US
    serp_jobs.job_card.full_time
    Health Services Response Advisor.Consumer and Commercial PERS customers by receiving, evaluating and prioritizing emergency and non-emergency telephone and electronic requests for assistance.These ...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    • serp_jobs.job_card.promoted
    • serp_jobs.job_card.new
    Bilingual Call Center Supervisor

    Bilingual Call Center Supervisor

    VirtualVocationsReno, Nevada, United States
    serp_jobs.job_card.full_time
    A company is looking for a Call Center Supervisor - Spanish Bilingual.Key Responsibilities Manage daily operations and monitor performance metrics of the team Ensure compliance with policies and...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_hours
    • serp_jobs.job_card.promoted
    Senior Manager, Sales Enablement

    Senior Manager, Sales Enablement

    VirtualVocationsReno, Nevada, United States
    serp_jobs.job_card.full_time
    A company is looking for a Senior Manager, Sales Enablement to drive commercial effectiveness across Sales, Customer Success, and Partner channels. Key Responsibilities Develop and execute a unifi...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days
    • serp_jobs.job_card.promoted
    Senior Manager, Go-to-Market Onboarding

    Senior Manager, Go-to-Market Onboarding

    VirtualVocationsReno, Nevada, United States
    serp_jobs.job_card.full_time
    A company is looking for a Senior Manager, Go-to-Market Onboarding.Key Responsibilities Lead and scale onboarding programs for Sales, Customer Success, and Renewals to enhance performance outcome...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_1_day
    • serp_jobs.job_card.promoted
    Service Delivery Manager

    Service Delivery Manager

    VirtualVocationsReno, Nevada, United States
    serp_jobs.job_card.full_time
    A company is looking for a Service Delivery Manager who will be responsible for exceeding client expectations by supporting consumers on software and services. Key Responsibilities Manage client s...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_30
    • serp_jobs.job_card.promoted
    Contact Center Manager

    Contact Center Manager

    Spectrum Healthcare ResourcesReno, NV, US
    serp_jobs.job_card.full_time
    Spectrum Healthcare Resources (SHR) has a potential opportunity for a Contact Center Supervisor with the Veteran's Experience Office (VEO). Supervise and support a team of 100 Contact Center Agents ...serp_jobs.internal_linking.show_moreserp_jobs.last_updated.last_updated_variable_days