Teleservices Supervisor

Core Scope
Performance of PBX Staff ? Supervises the daily activities of the Guest Services Information team which include motivating, coaching and recognizing positive guest service; scheduling work, training, hiring, conducting performance reviews and disciplining team members.
Staff Training and Development ? Trains team members on job performance, department, and casino practices. Provides coaching, monitoring and disciplining of team members. Ensures that team members are completing tasks in a safe manner and in compliance with all applicable safety regulations and/or standards. Ensures that all team members are trained in all departmental procedures, rules, regulations and standards.
PBX ? Answers all incoming calls through the main lines, operator lines, and voice mail. Transfers calls to correct extension or department while maintaining a calm and professional demeanor. Pages casino guests, managers, Supervisors, and others. Makes public address announcements regarding tournaments, special promotions, jackpot winners, security request and other matters. Assists guests with courtesy calls, taxi services, and hotel arrangements. Provides directions to Viejas Casio and Outlet by utilizing online map. Maintains confidentiality especially when dealing with Media calls.
Guest Service ? Monitors and handles guest complaints while ensuring guest satisfaction. Promotes and maintains the highest level of guest service. Checks on guest satisfaction. Refers guests or team member complaints and concerns to management when unable to resolve. Organizes and holds weekly meetings to ensure team members are up to date on all special events, promotions, and activities. Provides daily written or verbal communications to inform team members on all ongoing activities with the casino and VOC.
General Office and Special Projects ? Maintains and tracks "in and out" board/schedule of administrative and department managers. Maintains current list of all managers' home phone, pager, and cell phone numbers including authorized list for distribution numbers. Maintains confidentiality of all Team Members information. Understands and practices emergency procedures for handling bomb threats, medical emergencies, evacuations, and emergency contacts. Maintains required records, gathers statistics and prepares reports as required. Provides assistance to other job classification as needed. Performs all compatible and related duties as assigned.
Job Complexity
Receives predetermined work assignments that are subject to a moderate level of control and review.
Directs subordinates to complete assignments using established guidelines, procedures and policies.
Monitors daily operations of a unit or sub-unit.
Works on issues where analysis of situation or data requires review of relevant factors.
Exercises judgment within defined procedures and policies to determine appropriate action.
Erroneous decisions or failure to achieve results may cause delays in schedules and loss of assets/money.
Interacts with internal and external guests.
Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules.
A portion of time is normally spent performing individual tasks related to the unit or sub-unit.
Education/ Certification
High school diploma or general education degree (GED).
2 or more years of related experience working in guest service.
Prior experience with heavy phone volume preferred.
Some Supervisory/leadership experience preferred.
Knowledge and Skills
Demonstrated strong customer service skills including enthusiastic, energetic, professional, friendly, and courteous manner at all times.
Excellent verbal, written, and interpersonal communication skills including pleasant and courteous voice.
Knowledge of basic computer skills and phone switchboard preferred.
Knowledge of Spanish or another second language preferred, not required.
Ability to multi-task while paying attention to details.
Ability to adjust and manage change effectively.
Ability to work in a fast paced, deadline oriented environment.
Must be able to deal with emergency situations, and work well under pressure.
Must be dependable, timely and be able to work a flexible schedule according to business needs, including evenings, weekends, and holidays.
Position TypeFull-Time/Regular

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