Assistant Manager Reservations

About the Role

The Assistant Manager Reservations/Call Center is responsible for promoting learning and enhancing efficiency throughout the department, redefining the daily activity of the supervisory staff, evaluating performance to ensure established KPIs are being met while boosting employee engagement and productivity.

Position Responsibilities

• This position issues comps, but does not comp to the level which requires a casino key employee license in accordance with NJ CASINO CONTROL ACT & COMMISSION REGULATIONS
• Assist with producing supervisory job aides and other training material as needed to foster cohesive practices
• Assist with the configuration and ongoing administration of call center technology/software including adjusting reps’ queue call assignments based on skill level and analyzing available system reports to help better manage call flows
• Deploy effective scheduling strategies to minimize gaps in coverage while maintaining overall operational efficiency
• Offer practical decisions regarding the use of hotel, reservations, casino management and voice response applications; assist with developing corresponding policies and procedures
• Identify trends and patterns in contact center performance; having direct accountability for meeting published service level goals
• Support the efforts of the department trainer in coordinating refresher training and procedural updates to existing team members as needed
• Recommend opportunities for staff advancement
• Assist the Call Center Director with creative planning and perceptive approaches to improving the overall call center operations
• Assist the call center supervisory team and fill in as needed due to scheduling gaps created by call outs, PTO, etc
• Other duties as assignedEssential Functions

• Document and address attendance occurrences, monitor staff performance, initiate corrective action, complete weekly schedules, administer payroll bi-weekly
• Assist with recruiting and hiring efforts, conducting interviews and new hire on-boarding
• 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 remain in a seated or standing position for extended periods of time.
• 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 with short notice

Requirements

• Bachelor's degree and/or 5+ years of directly related experience in a supervisory+ role within a reservations contact center
• Strong knowledge of property management, reservations and player tracking systems (e.g. HMS, REEF, SYNKROS) 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
• Ability to effectively communicate in English

Benefits

• Free meal on shift
• Training & Development
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k,)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off
• Free Parking