Call Center Lead - Full Time

Are you motivated to Have Fun & Make Friends? We are, so if you want to feel excited on your way to work and can’t wait to be a part of Service Luxury Style this could be the job for you .

Oversees the Contact Center Agents who provide telephone customer service and reservation support. The Contact Center Lead is predominantly responsible for coordinating the workflow for all Contact Center Agents with incoming calls from various points of contact. The Lead is generally regarded as a subject matter expert of all Contact Center processes and procedures.

Focus is on, but not limited to the following:

• Monitor daily Contact Center reports/logs to ensure in compliance with all established policies
• Oversees the monitoring of service calls to ensure proper greetings, information and tone is used while speaking with all callers
• Answers questions and recommends services to address customer complaints or desired requests
• Will oversee the Contact Center department in the absence of the Contact Center Supervisor
• Completes data entry work and audits the Contact Center Agents work on a daily basis
• Attends meetings as needed
• Coordinates/manages multiple calendars with efficiency
• Maintains spreadsheets and databases
• Establishes and maintains an effective working relationship with management, guests, and various departments on property
• Fields incoming Contact Center calls offering rooms based on hotel availability, past casino play and/or promotions and events
• Fields escalated customer calls when the Contact Center Supervisor is not available.
• Acts as the department Head when needed.
• Answers all guest inquiries while maintaining current knowledge/familiarity with all hotel services/features and local attractions
• Assist all casino and transient guests with reservation requests, including but not limited to rooms, shows, dinners, limos and amenities
• Ability to read/understand and evaluate casino play and hotel offers
• Provide support to Casino Hosts, Loyalty Club, and VIP Check-In
• Upon checkout issue comps based upon casino play & in accordance with comp criteria
• Meets and exceeds performance goals

Ensures guest wake up calls, NRG and Fire Command/Security processes comply as established

Assist the manager with the control of labor and supply costs

• Maintains and updates accurate reservation information into Opera and Go Concierge
• Manages and organizes daily to do’s providing a timeline and point of action for each employee
• Conducts reservation and telephone auditing, and provides immediate feedback
• Perform job specific projects as assigned

A minimum of two years of experience in Casino Marketing or Hotel Operations.

Ability to prioritize and handle multiple work assignments while meeting deadlines

Must have the ability to effectively communicate in English, both written and verbal forms.

A professional demeanor and attire is to be maintained at all times

Must have strong interpersonal and organizational skills

Must have exceptional time management skills

An intermediate to proficient understanding of Computer systems such as:
Microsoft Word, Excel & Outlook is preferred

Proven ability to resolve guest conflicts with ease or determine if management is needed in certain guest situations

A valid Nevada Gaming License is required and must be obtained before entering this position