CONTACT CENTER SUPERVISOR - CALL CENTER
MGM Resorts International Operations - Las Vegas, NV

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Address discrepancies or issues with regard to payroll processes and make any necessary adjustments.

Ensure department business is carried out in an efficient and professional manner.

Maintain confidentiality of department affairs.

Maintain employee records through Human Resources Applications and other tracking systems (Notes to file, Attendance and Commendations).

Track agent productivity for all performance aspects of the reservation process.

Work with management to facilitate and coordinate training sessions for new and existing employees.

Reports sales, service, and quality statistics for incorporation into department statistical reports.

Process escalated calls in order to resolve high-level guest sales and service issues.

Quality assurance - performs established number of quality monitors per agent per month, identifies and documents agent quality performance while addressing progress and deficiencies.

Meet with agents in order to address Quality Assurance progress, emergent issues and/or any developmental needs.

Coach the Reservation Agents to ensure quality and cross sales standards are met.

Observe and reinforce reservation agent demeanor, technical accuracy, and conformity to company policies.

Attendance/Punctuality – Ensure that reservations agents are consistently at work and on time;

Approve large party requests and ensure that all operational criteria for large parties are met.

Effectively communicate with team members in a group and/or one on one setting.

Effectively motivate employees through positive re-enforcement.

Extensive collaboration with property, show and restaurant management to troubleshoot and resolve issues that arise during live service.

Manage abandonment, agent talk time, guest wait times, agent wait times, lunch breaks, early outs, schedule changes, etc.

Promote a positive and energetic image with regard to the changing business practices related to the Call Center.

Support the Call Center and properties when managing guest service issues and special requests.

Provide team members with appropriate solutions to the particular guest interaction to maximize the revenue opportunities and exceed minimum sales and service goals.

Communicates and follows up to ensure reservations agents are fully informed of all new information related to products, procedures, guest needs and company related issues, changes or actions.

Communicates daily operational issues and updates to team members.

Makes necessary courtesy calls and follow up calls to all guests’ issues. Coordinate with all other departments to ensure a smooth response to guest’s requests.

Preform other job related duties as assigned.

JOB REQUIREMENTS:
Required:
Customer Interaction - Knowledge of practices, tools, and techniques for communicating with a customer.

Customer Service – Ability to listen and understand customer. Anticipate customer needs. Ability to get positive results in adverse situations. Ability to maintain excellent guest service.

Customer Support Policies, Standards and Procedures - Familiarity with organization's policies, standards and procedures guiding customer interactions.

Info & Records Management - Ability to code, process, store, and track records and information accurately, efficiently and effectively, in a timely manner, and in accordance with policies and procedures to facilitate efficient search and retrieval, while maintaining confidentiality.

Knowledge of Customers - Knowledge of and ability to utilize customer profile and information.

Problem Solving - Considerable ability to identify problems and situations, refer to applicable policies and guidelines, identify practical options and recommend appropriate courses of action.

Selling - Skill in effective and persuasive interpersonal styles/methods of communication to obtain customer acceptance for the purchase of services.

Extensive use of writing and proofreading skills.

Excellent customer service skills.

Able to lead and mentor a team.

Have interpersonal skills to deal effectively with all business contacts.

Professional appearance and demeanor.

Work varied shifts, including weekends and holidays.

Computer Applications - Basic Knowledge of Windows-based computer applications.

Computer Use – Ability to use standard computer programs such as word processor, intranet, e-mail to efficiently access, enter and retrieve data or information.

High school diploma or equivalent.

Able to effectively communicate in English, in both written and oral forms.

Preferred:
Previous experience working in a similar resort setting.

MGM Resorts International - 21 months ago - save job - block
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About this company
51 reviews
It's not your imagination -- MGM Resorts International (formerly MGM MIRAGE) is one of the world's largest gaming firms. The...