at Bally's (Dover Downs) in Dover, Delaware, United States
Job Description
MAJOR FOCUS:
- Manage the day-to-day operations of Call Center operations, - Reservations, PBX and all other services in a manner that promotes maximum productivity and efficiency in the handling of all customer inquiries/reservations.
ESSENTIAL FUNCTIONS:
- Monitors day-to-day operation to ensure that the department is meeting goals, objectives, is following policies and procedures and is providing services effectively and efficiently; take corrective action as appropriate.
- Supervises Call Center Staff handling calls ensuring that each are handled a per established guidelines; assist in the process, as necessary.
- Maintain performance standards for all levels of customer contact center staff.
- Review, investigate and prepare responses to guest complaints and compliments.
- Develop and distribute inter-departmental memos, letter and daily correspondence.
- Ensure that Call Center staff is well-informed and receives copies of all current promotions/events. Ensures that Agents are checking emails daily and are prepared for the current day.
- Oversee the Event ticketing system. Ensure events are built, monitored, and closed in a timely manner.
- Oversee scheduling of staff and work assignments.
- Maintain a working knowledge of current reservations systems and call center software
- Ensures that guest requests are completed within 10 minutes routinely.
- Ensures that call center calls are tracked, recorded; identify and report trends
- Provides support to others in the guest problem resolution process.
- Monitors the number of calls in the cue to minimize the number of abandoned calls.
- Schedules and facilitates departmental meetings on a regular or as needed basis.
- Produces weekly schedule and coordinates break schedule for Agents.
- Work with department supervisor(s) to develop monthly incentive plans and timelines.
- Utilize symposium software to monitor efficiency of call center staff and to complete daily, monthly, and yearly call reports.
- Interview, select, hire, and retain superior employees
- Coaches, and counsels’ subordinate employees
- Oversee and ensure the timely completion of employee evaluations
- Conduct training with subordinates, both formally and informally
- Observe Agent performance providing timely and effective feedback.
- Ensures that Agents are maintaining a proper image regarding grooming and dress standards.
- Issue discipline and terminates employees as appropriate
- Reward and recognize superior performers
- Oversee and ensure that employees work safely and follow all safety rules
- Exercises considerable judgement in determining priorities, managing projects and assignments, delegating work, and overall accomplishment of goals and tasks.
- Monitors labor resources to ensure maximum effectiveness in guest services while realizing full profit potential.
- Manages departmental budget, maximizing revenue and controlling expenses as appropriate
- Manages payroll and labor costs
- Maintains relevant records and oversees the maintenance of records as appropriate for the department
- Develops and implements strategic goals, objectives, and business plans for the department
- Ensures compliance with relevant laws and regulations as well as company policies and procedures
- Maintains up-to-date knowledge of industry and competition
- Ensures effective communication within the department and company
- Establishes and implements customer service standards
- Holds subordinates accountable for established performance expectations
- Motivates and develops staff; provides advice and guidance as appropriate
- Assumes same job description as Assistant Manager, Supervisor, Lead Agents, and Agents
