Call Center Shift Manager

ESSENTIAL DUTIES AND RESPONSIBILITIES

Primary duties and responsibilities include, but are not limited to, the following:

* Maintain the room reservation system (LMS) as well as out-sourced booking entities, including brand sites and 3rd party to ensure inventory and restrictions comply with Revenue Management decisions.

* Monitor and adjust inventory for various business segments and quickly convey changes so that revenue streams can be adjusted accordingly.

* To keep apprised of the local market and document to ensure competitiveness.

* Monitor inventory in all business segments in anticipation of cut-offs, block reductions and/or over block situations as well as the potential impact of special events, shows and concerts.

* Ensure maintenance of history records that are used in the evaluation of future events/groups and rate/sales determination.

* Prepare the daily arrival/departure forecast for the evaluation of future events, new group/leisure bookings and in anticipation of possible staffing adjustments.

* Evaluate promotions and packages and determine compliance with the Gaming Control Board and county/city tax requirements.

* Prepare departmental budgets and evaluate/analyze monthly P&L statements for areas of correction and for future adjustments.

* Oversee the input of all bookings and inventory from Sales, Leisure Sales, Casino, and Entertainment and other departments as necessary

* Ensure the proper reporting of office productivity

* Interviewing, hiring, coaching and termination of team members.

* Attend and participate in meetings

* Any other duties as assigned within the scope of this position.

KNOWLEDGE/SKILLS/ABILITIES

* Consistently exhibits courteous, respectful, and appropriate communications and presents information in a concise and understandable format.

* Cooperate with others in the accomplishment of joint tasks and common objectives.

* Ability of complex reading, writing, math, and task completion skills is required.

* Must have the following skills: clerical, compiling, coordination, analyzing, supervising, instructing, following instructions, influencing others, memorization, problem solving, independent judgment, and decision making.

* Flexible to work all shifts including holidays, nights, and weekend hours as business needs dictate.

* Must be a minimum of 21 years of age.

EDUCATION and/or EXPERIENCE

* Minimum of 3 years' call center supervisor experience or any combination of education, training, or experience that provides the required knowledge, skills, and abilities.

PHYSICAL DEMANDS

* While performing the duties of this job, the team member is constantly sitting and occasionally standing and walking over the duration of their shift.

* Must be able to lift/carry 10lbs or less occasionally.

* The team member will constantly have repetitive use of both hands. Finger dexterity of both hands will be constantly required.

* Constant use of vision abilities is required including distance, depth perception, field of vision, and color vision.

* The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

* Work performed indoors, alone and frequently with and around others. Team Member will perform work face-to-face including verbal contact with others around computer equipment.

* The noise level in the work environment is usually moderate.

* Team Member may be exposed to secondhand smoke.

* Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.