Job Level
Manager
Number of Positions
1

Asst. Manager Call Center

Bethlehem, PA

Description:

The primary responsibility of the Asst Manager - Call Center (Assistant Manager - Call Center) is to supervise casino services-call center, including the Representatives - Call Center as direct reports. Focus on customer service, call volumes, call abandonment, staffing, scheduling, progressive discipline and reservations/revenue production. All duties are to be performed in accordance with departmental and Wind Creek Bethlehem policies, practices, and procedures.

 
 

POSITION RESPONSIBILITIES:

  • Ensures that call center operation complies with current operating criteria/policies and procedures.
  • Addresses IT concerns, system needs, personnel resources, and upgrade requirements routinely.
  • Supervises casino services: Focus on customer service, call volumes, call abandonment, staffing, scheduling, progressive discipline and reservations/revenue production.
  • Supervises telemarketing: Focuses on driving PDR productivity through managing outbound calls with regards to the production, trips booked, new customer development, profitability, and event contribution.
  • Identifies training needs, initiates and reviews training and re-training activities. Personally runs programs as necessary.
  • Reviews team member survey with all related team members, completes assigned tasks, and updates staff routinely.
  • Works diligently to address communications and service between other related marketing departments including marketing services, direct/database marketing, public relations, and advertising.
  • Possess a working knowledge of all department and company policies and procedures and Rules of Conduct and must enforce the same.
  • Manage staff and organize department functions in accordance with company guidelines.
  • Delegate tasks and department assignments or projects, meeting deadlines related to those assignments.
  • Direct others in completion of a task or assignment. Render advice, and provide expertise or judgment based on information gathered, studied, analyzed or reviewed.
  • Arrange timeline to complete tasks and department assignments or projects, and meet the deadlines related to those assignments.
  • Work on actual project or service to help achieve the objectives of the department.
  • Evaluate information to render an opinion or take action based on that information that will impact the department or function.
  • Focus on achieving the goals or objectives of the department using available resources (staff and budgetary).
  • Evaluate the schedule or timelines related to the completion of assignments, while maintaining service and/or product quality.
  • Develop staff skills to enhance department effectiveness and manage resources to eliminate excess cost or unnecessary expenditures. 
  • Interview and make recommendation of candidates for new hire.
  • Determine if and/or when policy or procedural infractions by team members occur and work with the Manager - Call Center to issue the appropriate level of progressive discipline.
  • Responsible for the timely evaluation of all direct reports and conducting introductory period and annual performance reviews under the direction of the Manager - Call Center.
  • Maintains an open-door policy and addresses all team member issues and/or concerns in a timely manner.
  • Conducts skip level meetings with departmental management and line level staff.
  • Conducts divisional/departmental staff meetings at least once per month.
  • Develop a working knowledge of all PGCB rules, regulations and Internal Controls applicable to your position.
  • Must read and understand the Wind Creek Bethlehem Compulsive and Problem Gambling Plan with regards to how to conduct business in this position and specifically the regulations prohibiting service to minors and/or intoxicated persons.
  • Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment; adherence to the company’s status quo third party representation philosophy; compliance with company policies, legal requirements and collective bargaining agreements.
  • Authority to issue a complimentary in accordance with the Wind Creek Bethlehem Comp Matrix.

Requirements:

Minimum Employment Requirements:

  • 18 years of age, proof of authorization/eligibility to work in the United States.
  • High School diploma or equivalent.
  • Ability to communicate effectively in a positive/upbeat fashion utilizing English; both in oral and written form.
  • Interpersonal skills with focused attention on guest needs to deal effectively with all business contacts.
  • Maintain a professional, neat and well-groomed appearance adhering to the Wind Creek Bethlehem appearance standards.
  • Maintain consistent adherence to the Wind Creek Bethlehem Customer Service Standards.
  • Must be able to work varied shifts, including weekends and holidays.

 

Specific Position Requirements: 

  • 2 years call center supervisory or equivalent experience required.
  • Previous Lodging Management System (LMS), Hotel Yield Management or reservation experience required. 
  • Must possess superior customer service skills.
  • High call volume or multi-line phone knowledge is preferred. 
  • Physical ability to access all areas of the property.
  • Ability to withstand prolonged standing, stretching, bending and kneeling without restriction, work indoors, outdoors and be exposed to various environmental factors such as, but not limited to CRT fatigue, noise, dust, cigarette smoke.
  • Ability to work in a fast-paced, busy, and somewhat stressful environment and maintain physical stamina, proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines.
  • Ability to lift or carry a minimum of 20 pounds, unassisted, in the performance of specific tasks assigned.
  • Ability to work with others, communicate well, receive direction; review your own work.
  • Maintain a positive attitude toward work and interface with guests in a friendly and polite manner.
  • Ability to address stressful situations with clients with dignity and the utmost tact and politeness.
  • Must be able to work with others, communicate well and receive direction when needed to achieve department goals and objectives.
  • Must be able to qualify for, apply for and obtain a Pennsylvania Gaming Control Board license if required.