Teleservices Supervisor

Description Job Overview: 4:30PM-1AM (Shift subject to change based on business needs) 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 ServicesMaintains a complete understanding of all Direct Mail offers, Promotions, and Casino Rewards ProgramsCommunicates 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 ServicesSupervises Teleservice Agents to ensure that they are in compliance with all policies and proceduresInteracts 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 personnelConducts employee counseling/coaching and disciplinary action when necessaryAssists manager in scheduling staff according to company needs, approve or deny PTO requests and prepare employee evaluationsWorks in the capacity of subordinates, as neededOffers pertinent feedback to assist the manager/director in the completion of evaluations for Teleservices AgentsInputs schedules into Attendance Enterprise and maintains detailed agent scheduling in a Workforce Management systemMonitors and manages team member morale and departmental cleanlinessProactively submits recommendations for improvement Determines and employs an appropriate communication tactic in both verbal and written communicationsEngages 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 teamMust possess knowledge of how all online and app-based Wind Creek Casino platforms performMust be able to research guest issues within multiple systems and offer appropriate explanation or an alternative solution to the guest issueMust 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 softwareOther duties and responsibilities as assigned Job Requirements: (please ensure you meet the listed requirements prior to applying) Associate’s Degree in Related field - requiredMust be twenty-one (21) years of age or olderHigh 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 employmentOR Two (2) years’ Supervisory experience - requiredOR One (1) year experience as a Dual-Rate Supervisor in a Wind Creek Hospitality Department - requiredOR Two (2) years’ experience in the hiring position’s Department -requiredTwo (2) years’ experience working with a software solution for reservations, scheduling, ordering processing or account management- requiredThree (3) years of customer service/hospitality experience - requiredDemonstrated ability to stay up-to-date on new and changing platforms to assist everyday usersDemonstrated ability to effectively share your ideas with othersWorking knowledge of Attendance Enterprise, CMP, HotSOS, Opera, Opentable, and SpaSoft- preferredDemonstrated 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- requiredProficiency with Microsoft Office products; Outlook and Word; a skills test will be administered and must pass with a 70% pass rate- requiredOutstanding organizational skills and ability to handle multiple projects simultaneously while meeting deadlinesMust be willing to solve people’s problemsMust be willing to proactively enhance the customer experienceMust be willing to work hard and enjoy learningMust thrive on the excitement of working as part of a goal-oriented teamMust be an independent, creative self-starter who loves running with things while keeping stakeholders informedAbility to communicate results to management and in a fast-paced environmentWilling to work odd and irregular hours including nights, weekends, and holidaysWilling to travel and participate in training as recommended or requiredMust have a valid and current State Driver’s License and an insurable driving record for purposes of driving company vehicles as requiredMust have a Tribal Gaming License (or the ability to obtain and maintain a license) as a requirement for this positionMust 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