Manager - Unity Cust Care Ops

The Operations Manager plays an important role in the organization by remaining very close to the activities on the call center floor, while translating key operational observations into actionable methods for improvement.  More tactical than the Executive Director, the Operations Manager is responsible for bringing the service level performance in line with specified targets on an intraday basis.  As well, as the direct supervisor to the Team Leaders, the Operations Manager will be responsible for ensuring that all department initiatives and priorities are communicated in a clear and timely manner so that property initiatives can be translated into action very quickly and cleanly. 

Essential duties include, but are not limited to:

• Works diligently to support the “Five Fs” culture and team philosophy throughout the property.
• Act as a role model to all team members and always presents oneself as a credit to Seminole Hard Rock properties and encourages others to do the same.
• Creating and refining the daily procedures for the customer care team leaders, specialists and representatives
• Preparing training materials and conducting stand-up staff training on an as-needed basis
• Providing direct supervision, training and guidance for a group of five Team Leaders; including ongoing updates (pre-shifts, etc.) to keep this team continually abreast of new programs, procedures at the properties which will impact the Customer Care Center
• Work closely with other departments such as casino hosts, hotel operations, etc. to determine how departments will interact
• Assisting with the configuration and ongoing administration of the ACD (to include vector programming), call management system and voice response applications as needed to maintain operational efficiency in the center
• Interviewing and hiring team leaders and specialist positions in order to keep the call center appropriately staffed
• Overall responsibility for delivering call center service levels within specified targets
• Provide ongoing guidance and training for team leaders
• Maintain very close linkage with the agents, team leaders and customers through frequent and visible presence on the call center floor; using this ground-level perspective to provide guidance and insights to fuel the advancement of the operation
• Development of policies and procedures as well as operational decisions regarding the use of hotel, reservations, casino management and voice response applications 
• Preparation of employee performance appraisals for all direct reports
• Identification of trends and patterns in contact center performance; having direct accountability for meeting published service level goals
• Assist the quality assurance team with agent evaluations, particularly where reservations and ticketing functions are concerned; Identify and recommend opportunities for staff advancement as well as cases in need of retraining and/or disciplinary action
• Work with the Executive Director other team members to establish standards for customer service; ensure the highest possible degree of staff compliance with published quality standards
• Assisting the Executive Director with strategic planning as it pertains to process definition, staff training and overall contact center operations
• Other duties as assigned
• Ensure prompt and discrete notification to management and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations
• Show a commitment to ensuring responsible gaming and responsible alcohol service by  discretely notifying appropriate management of concerns and observations
• Select, train, coach, counsel, appraise and retain direct reports who consistently perform actions and behaviors that reinforce the Company’s mission and values
• Create and communicate the structure of your area – including goals, role clarification, expectations, financial planning, etc. – that increases the value of the company and increases the value of your employees

Experience:

• Strong knowledge of property management, reservations and player tracking systems (e.g. LMS, ARTS, CMP) along with proficiency with all MS Office packages
• Excellent verbal and written communication skills
• Proven ability to lead, direct, delegate and motivate others
• Demonstrable understanding of the complexities associated with a skills-based routing and scheduling environment
• Experience in a startup operation or in the casino industry is considered a definite plus
• Bachelor's degree and/or 5+ years of directly related experience in a managerial role within a reservations contact center
• Must be prepared and able to handle, with composure and tact, the effective planning and execution of many concurrent projects and programs
• Must be able to work extensively with employees in a coaching, mentoring, training as well as a disciplinary capacity
• Must be able to remain in a seated position for extended periods of time, whether in meetings, or handling administrative work which requires repetitive finger and wrist motion (keyboard data entry) as well as prolonged viewing of data on a computer monitor
• Must be able to work holidays and weekends, as well as flexible shifts and/or unusual hours.

  Work Environment:

• Duties and responsibilities are typically performed in a professional office setting, but there may be times where you will need to be in operating areas. In these areas, you may be exposed to environmental factors including, but not limited to, second hand smoke and excessive noise.

• While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, talk or hear; and taste or smell. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.

Disclaimer
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).
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