Assistant Manager – Call Center

Encore Boston Harbor Assistant Manager – Call Center

Responsible for managing room and restaurant reservations, telephone operations, and the daily call‑center team. Oversees call‑center strategy, ensures compliance with Encore standards, maximizes departmental and company success, and delivers an excellent guest and team‑member experience.

$61,000.00 – $66,000.00

• Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied.
• Participates in the execution of short‑ and long‑term departmental goals, objectives, policies, and operating procedures; monitors and evaluates operational effectiveness; effects changes required for improvement; identifies key drivers of success.
• Assists in the management of day‑to‑day activities to maintain departmental performance, accuracy, confidentiality, and thoroughness of policies and procedures; records and reports.
• Assists in the management and performance of team members under their area of responsibility.
• Monitors all activities of the department to ensure that all applicable internal policies, federal and state laws, rules, regulations, and controls property‑wide are enforced.
• Assists management to ensure the department delivers and maintains a maximum level of property‑wide service and satisfaction.
• Facilitates communication throughout the property by organizing and presiding over regularly scheduled meetings with all team members within the department and with other departments as appropriate to ensure property‑wide communication.
• Assists in the hiring, performance management, and employee engagement within the department. Provides training opportunities, constructive and positive feedback at all levels. Creates a motivating environment.
• Keeps informed of all new developments within the department and makes recommendations designed to maximize department and company success.
• Effectively manages internal and external guest relations, some of which will require levels of patience, tact and diplomacy. Responsible for addressing guest and team‑member issues as appropriate.
• Manages multiple priorities simultaneously and meets deadlines, often in stressful and high‑pressure situations.
• Must have the ability to promote positive, fair, and ethical relations with all team members, all Encore contractors, and in all interactions within the Host and Surrounding communities as an ambassador of the Encore brand.
• Understands and is well versed in the resort, hotel features, and services including all outlets, hours of operation, activities, and events available to guests.
• Responsible for training Guest Service Attendants and Sales & Marketing Agents.
• Manages quality control for call‑center interactions; maintains all call‑center standards.
• Manages the daily call‑center operations.
• Provides support to Guest Service Attendants and Sales & Marketing Agents.
• Assists in the hiring, onboarding, training and evaluation of call‑center team members.
• Works with safety as a priority and follows department and company safety standards.
• Maintains relevant knowledge of industry through continuing education and training.
• Performs any other job‑related duties as assigned.

To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. The following requirements are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 21 years of age or above.
• Will be required to obtain and maintain registration or a license issued by the Massachusetts Gaming Commission.

• High school degree or equivalent required. Bachelor’s Degree in a related field or equivalent experience preferred.
• Minimum 3 years of call‑center experience, 1 year in a leadership role required.
• Requires general computer skills, basic knowledge of Microsoft Office required. Candidate must have experience with planning and project management.
• Must possess outstanding organizational, interpersonal, and administrative skills, as well as…