Senior Call Center Manager

Overview

The Senior Call Center Manager is responsible for Call Center operations, including but not limited to Atlantis Casino Resort Spa and Monarch Casino Resort Spa. The ideal candidate will have a proven track record in a multi‑property, high‑volume call center. The Senior Call Center Manager must ensure team members are executing guest service standards consistently to maintain our Forbes and AAA Diamond status.

In addition to day‑to‑day operations, the Senior Call Center Manager will be accountable for onboarding, training, consistent and accurate performance of the team, call abandonment goals, scheduling, payroll, and team member retention. The incumbent must be experienced at multi‑tasking, positive, self‑motivated, model professionalism, well‑spoken, with a high level of energy to keep the team engaged. The Senior Call Center Manager provides excellent service to all guests and team members, proactively takes initiative to complete tasks in a timely manner to meet deadlines, and exercises integrity and confidentiality.

The incumbent shares in the Atlantis Casino Resort Spa support of the company’s Vision, Mission, and Values and consistently performs all functions to inspire and motivate others.

• Responsible for maintaining the Forbes Recommended status.
• Determine and execute the Annual Business plan.
• Budget and review, research, and analyze department revenues and expenses.
• Create and implement department‑specific policies and procedures.
• Maximize efficiencies and look for opportunities to improve operations.
• Review market trends and propose necessary changes.
• Oversee hiring, training, development, and morale of team members.
• Manage a team of 25+ agents and multiple managers in a high‑volume, multi‑property call center.
• Participate in all interviews and reference checks for potential team members.
• Coordinate onboarding schedules of new team members with management and training team.
• Oversee the development of all department training documentation and processes.
• Manage weekly tracking of new‑hire training, retraining efforts, and “train the trainer” initiatives.
• Partner with the Training and Performance Manager to provide final sign‑off of training before an agent is put on the live phone lines.
• Responsible for weekly scheduling and payroll.
• Oversee the weekly call monitoring program, ensuring each agent is shopped twice weekly and adheres to Atlantis standards.
• Present weekly roll‑up of all performance‑related KPIs, including talk time, make‑busy time, Lux Sell attempt rate, and call monitoring scores.
• Act as the process expert for the overall reservation booking experience.
• Serve as the escalation point for any guest or intra‑departmental issues.
• Act as the chief morale officer of the Call Center, establishing an environment that is professional and fosters teamwork and synergy.
• Create and manage ongoing team morale programs with the Reservations Manager/Assistant Managers and Training and Performance Manager, including metric‑driven contests, incentives, or team‑building activities.
• Perform other incidental and related duties as required and assigned.

• Bachelor’s Degree or higher in Hospitality or related field, or combination of comparable education and experience.
• Minimum of 4 years’ experience in progressive hospitality roles or call centers.
• Excellent communication skills.
• Competency in standard computer and office programs.
• Additional knowledge of hospitality programs preferred (HMS, HotSOS, etc.).
• Must adhere to all appearance standards, including but not limited to no visible tattoos, piercings or unnatural hair colors.

• Comprehensive medical, dental, vision, and supplemental coverage.
• 401(k) retirement savings plan with discretionary match.
• Education and tuition reimbursement program.
• Paid vacation and holiday pay.
• Weekly resort prizes.
• Career development and training workshops.
• Free daily meal.
• Internal advancement opportunities.