Call Center Manager

SUMMARY

The Call Center Manager oversees the daily operations of the Call Center and our PBX departments to ensure guest satisfaction. They will directly supervise all office personnel and ensure proper completion of all call center duties. The Call Center Manager will be responsible for upholding Grand Sierra Resort's high service standard through the training and professional development of all Team Members.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Primary duties and responsibilities include, but are not limited to, the following:

• Monitor staff behavior, direct breaks and direct job functions to expedite all incoming calls. Direct staff in proper job functions and proper guest interaction.
• Supervise working of all team members and ensure achievement of all call center objectives according to quality standards.
• Provides coaching and discipline where applicable
• Maintain rates & rate codes in various systems and extranets; based on information communicated by the Hotel Revenue team.
• Perform property rate and inventory audits as well as audits on third party associated websites to ensure the rates and properties are represented accurately
• Regularly check the input and the quality of data (segmentation, following restrictions, etc…).
• Troubleshoot all system issues with/between LMS and third-party systems.
• Build and maintain all necessary codes in LMS and third-party extranets for hotel processes.
• Works with Training Manager to ensure all training materials are up to date and relevant
• Responsible for all interviewing, hiring and coordination of training of Team Members
• Maintains efficiency in staffing and scheduling for all areas under their direct supervision, creating or approving all posted schedules
• As needed, they will step in to any area under their supervision to act in that capacity to help when busy or low staffed
• Adjust room rate and occupancy control daily to maximize room revenue and hotel occupancy.
• Maintains appropriate inventory of required supplies and promotional items.
• Analyze all guest complaints and requests and ensure timely resolution for all.
• Make constant contact with both internal and external guests to provide optimal guest service. This includes contact with various hotel departments to provide/obtain pertinent information needed to ensure proper guest service is provided.
• Oversight of all group reservations, sales contracts and data connection with third party booking systems
• Any other duties as assigned within the scope of this position.

KNOWLEDGE/SKILLS/ABILITIES

• Excellent communication skills both written and oral. Must possess interpersonal skills to deal effectively with business contacts and team members at all levels of the company. Must possess a strong attention to detail and presentation skills.

Proficient in Microsoft Office Products: Word, Power Point, Outlook and Excel.

• Ability of complex reading, writing, math, and task completion skills is required.
• Must have the following skills: clerical, compiling, coordination, analyzing, supervising, instructing, following instructions, influencing others, memorization, problem solving, independent judgment, and decision making.
• Flexible to work all shifts including holidays, nights, and weekend hours as business needs dictate.
• Must be a minimum of 21 years of age.

EDUCATION and/or EXPERIENCE

• Minimum 4 years' call center/reservations management experience or any combination of education, training, or experience that provides the required knowledge, skills, and abilities.

CERTIFICATES AND LICENSES

• Must be able to maintain appropriate Alcohol Awareness card.

PHYSICAL DEMANDS

• While performing the duties of this job, the team member is constantly sitting and occasionally standing and walking over the duration of their shift.
• Must be able to lift/carry 50lbs or less occasionally.
• The team member will constantly have repetitive use of both hands. Finger dexterity of both hands will be constantly required.
• Constant use of vision abilities is required including distance, depth perception, field of vision, and color vision.
• The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

• Work performed indoors, alone and frequently with and around others. Team Member will perform work face-to-face including verbal contact with others on extended shifts around computer equipment.
• The noise level in the work environment is usually moderate.
• Team Member may be exposed to secondhand smoke.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.