Supervisor - Customer Care

Overview:

The Team Leader is a key role within the Customer Care organization. The incumbent is directly responsible for the agents who are handling our valuable customer interactions. The Team Leader will be responsible for a small group of agents and will be directly accountable for the performance (quality, adherence, attendance, etc.) of the agents on their team. They will also be responsible for the growth of these agents along the career paths established in the organization. The Team Leader will serve as shift manager, managing a shift of agents from multiple teams in order to meet service level goals using real-time call center management techniques inherent in the new operation.

What We Offer:

• Paid Weekly
• Competitive Health Plans
• Training and Development
• Tuition Reimbursement
• Team Member Discounts
• Much More!

Responsibilities:

Responsibilities:

• Work diligently to support the “Five Fs” culture and team philosophy throughout the property.
• Act as a role model to all employees and always presents oneself as a credit to Support Services and encourages others to do the same.
• Supervise, train, mentor a team of 10-14 agents directly responsible for quantitative and qualitative performance scores posted by team members
• Recruit, screen and hire Customer Care agents
• Assist Customer Care agents with transactional processes and customer interactions; serving as the first point of escalation in more complex situations where hosts and customers need additional attention
• Responsible for front-line recovery in cases where customer satisfaction is in jeopardy; advising Customer Care staff how best to handle difficult cases during initial training and on an ongoing basis as events occur
• Interact with other Seminole Gaming departments as well as vendors to ensure the most appropriate use of contact center resources
• Ensure staff adherence to published work schedules as determined by the Workforce Planning Manager and Customer Care management
• Initiate employee recognition for exemplary performance and work ethic; and initiating disciplinary measures in cases of unsatisfactory performance
• Monitor service level adherence during a shift; making appropriate adjustments to staff schedules and/or skill assignments as needed to ensure adherence
• Work with Customer Care Staff and Quality Coach to review regular team member evaluations as well as to prepare annual employee performance appraisals
• Recognize, through constant interaction, individual staff strengths and weaknesses in order to facilitate the progression of employees through the established skills hierarchy
• Ensure the consistent application of published policies, standards and guidelines as they relate to customer interactions
• Assist Quality Coaches with stand-up training as need
• Demonstrate actions and behaviors that reinforce the Company’s mission, “Unconquered Vision, Unparalleled Service, Unlimited Service,” and values of Fast, Fun, Friendly, Fresh and Focused in all we do
• Exhibit conduct in accordance with all Gaming Commission Regulations and Seminole Tribe of Florida departmental policies and procedures
• 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

Qualifications:

• 2+ years of directly related experience in a supervisory role within an inbound contact center
• Strong knowledge of property management, reservations and player tracking systems (e.g. LMS, CMP) along with proficiency with basic MS Office packages
• Strong verbal and written communication skills
• The ability to observe key activities and trends on the contact center floor and articulate clear suggestions to management in order to best remedy problems, exploit opportunities, and reward outstanding performance
• Basic understanding of a skill-based contact center environment
• Proven ability to lead, direct, and motivate others
• Experience supervising front-line staff in a sales-oriented call center environment
• Experience in a startup operation or in the casino industry is considered a definite plus
• Must be able to spend a large portion of each shift walking and/or standing while assisting agents with their work
• Must be able to handle a high degree of administrative work which requires repetitive finger and wrist motion (keyboard data entry), as well as prolonged viewing of data on a computer monitor and a fair volume of telephone interactions

As part of the Seminole Hard Rock Support Services employment process, final candidates will be required to complete a background check. These background checks may include, but are not limited to:

• Criminal Background Check
• Drug Screen

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).