Job description

SHIFT: 4:30pm-1:00am (Shift subject to change based on business needs)

Job Overview:
The Teleservices Supervisor oversees and manages the day-to-day operations of Guest Services, while ensuring that the Wind Creek Teleservices Agents adhere to all department SOPs, guest standards and compliance regulations. In addition, the chosen individual will ensure that production and quality expectations are met, e.g., talk/wrap time, service level targets, abandon rates, data integrity, email communications, guest satisfaction, and monitoring results. It is critical that the Teleservices Supervisor has strong analytical, communication, and guest service skills in addition to being detail oriented, self-motivated, dependable, and willing to work with minimal supervision.

Purpose:
Our genuine engagement and positive energy provide guests an escape from their routine into our exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.

Value System:
Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized fairly, elevating our levels of personal accountability, and focus on our customer. The resulting creation of wealth will grow opportunities for all.

Duties and Responsibilities:
Oversees the day-to-day operations of Guest Services
Maintains a complete understanding of all Direct Mail offers, Promotions, and Casino Rewards Programs
Communicates with leadership across all Wind Creek properties to research and handle guest disputes, provide guidance and background information regarding guest interactions, and answers questions regarding policies and procedures as they relate to Guest Services
Supervises Teleservice Agents to ensure that they are in compliance with all policies and procedures
Interacts with the department manager/director by providing pertinent information regarding policies, promotions, team members, and guest interactions.
Provides on-going training and distributes information to new and existing personnel
Conducts employee counseling/coaching and disciplinary action when necessary
Assists manager in scheduling staff according to company needs, approve or deny PTO requests and prepare employee evaluations
Works in the capacity of subordinates, as needed
Offers pertinent feedback to assist the manager/director in the completion of evaluations for Teleservices Agents
Inputs schedules into Attendance Enterprise and maintains detailed agent scheduling in a Workforce Management system
Monitors and manages team member morale and departmental cleanliness
Proactively submits recommendations for improvement
Determines and employs an appropriate communication tactic in both verbal and written communications
Engages with guests as necessary to deescalate and provide further explanations. Provides Meaningful Response(s) to their requests and needs and engages in dialog.
Escalates issues, observations, opportunities, and insights to the leadership team
Must possess knowledge of how all online and app-based Wind Creek Casino platforms perform
Must be able to research guest issues within multiple systems and offer appropriate explanation or an alternative solution to the guest issue
Must be able to effectively communicate issues to the department manager/director and any third-party vendors involved with the maintenance and upkeep of the various Guest Service software
Other duties and responsibilities as assigned

Job Requirements: (please ensure you meet the listed requirements prior to applying )
High School diploma or GED required or currently enrolled and successfully complete a GED program within 6 months from start date as a condition of continued employment
Must be twenty-one (21) years of age or older
Associate’s Degree in Related field – required
OR Two (2) years’ Supervisory experience – required
OR One (1) year experience as a Dual-Rate Supervisor in a Wind Creek Hospitality Department – required
OR Two (2) years’ experience in the hiring position’s Department – required
Two (2) years’ experience working with a software solution for reservations, scheduling, ordering processing or account management- required
Three (3) years of customer service/hospitality experience - required
Proficiency with Microsoft Office products; Outlook and Word; a skills test will be administered and must pass with a 70% pass rate- required
Demonstrated ability to articulate thoughts both verbally and in writing using proper grammar and sentence structure; a typing test will be administered with a 25 WPM pass rate- required
Working knowledge of Attendance Enterprise, CMP, HotSOS, Opera, Opentable, and SpaSoft– preferred
Demonstrated ability to effectively share your ideas with others
Demonstrated ability to stay up-to-date on new and changing platforms to assist everyday users
Outstanding organizational skills and ability to handle multiple projects simultaneously while meeting deadlines
Must be willing to solve people’s problems
Must be willing to proactively enhance the customer experience
Must be willing to work hard and enjoy learning
Must thrive on the excitement of working as part of a goal-oriented team
Must be an independent, creative self-starter who loves running with things while keeping stakeholders informed
Ability to communicate results to management and in a fast-paced environment
Willing to work odd and irregular hours including nights, weekends, and holidays
Willing to travel and participate in training as recommended or required
Must have a valid and current State Driver’s License and an insurable driving record for purposes of driving company vehicles as required
Must have a Tribal Gaming License (or the ability to obtain and maintain a license) as a requirement for this position
Must have willingness and ability to work in a smoke/secondary smoke environment
NATIVE AMERICAN INDIAN PREFERENCE IN HIRING POLICY SHALL BE ADHERED TO AT ALL TIMES
On-line applications are accepted at http://www.windcreekhospitality.com/Careers. For internal employees please submit your Internal Job Posting Form to your property’s Human Resources office.
Location
Montgomery, AL

Department
Teleservices

Shift
All Shifts

Type
Full-Time

Date Posted
2/21/2023

Date Closing
3/6/2023

Positions
1

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