Guest Services Assistant Manager-(Call Center)

The Guest Services Assistant Manager is responsible for the daily supervision of Call Center Agents under Teleservices teams and ensuring customer interactions are handled in a helpful, friendly, upbeat, and professional manner.  The Guest Services Assistant Manager will supervise all aspects of the department and agent’s performance, development, and coaching as they assist guests who contact the Las Vegas Regional Call Center. They will provide direction and guidance to ensure consistent achievement of key performance metrics. 

 

DIRECTLY SUPERVISES: Regional Guest Services Agents, Universal Agents, General Reservations, Parking Assistance, and any other support operations agents under Regional Teleservices.

 

Responsibilities/Purpose

The Call Center Asst. Manager is responsible for the daily supervision of Call Center Agents under Teleservices teams and ensuring customer interactions are handled in a helpful, friendly, upbeat and professional manner.  The Call Center Asst. Manager will supervise all aspects of department and agent’s performance, development and coaching as they assist guests that contact the Las Vegas Regional Call Center. They will provide direction and guidance to ensure consistent achievement of key performance metrics. 

 

Job Functions:

• Builds and leads a high-performing team of agents and leads to achieve and exceed service delivery and customer expectations regarding Service Levels, Abandonment, Adherence, Turnover, QA Monitor Scores and other standards as determined by contact center management. 
• Ensures agents are answering all incoming customer interactions efficiently, accurately, and professionally as they assist internal and external customers.   
• Monitors agents and lead behaviors and provide constructive feedback to improve performance and morale to improve service.     
• Conducts side by side meetings with agents to appraise performance, then continually monitor, coach, and develop agents to drive department morale and for optimal performance so that department standards for service are met or exceeded.
• Monitors adherence to ensure agents are meeting or exceeding department and company standards.
•  Ensures understanding and compliance of staff regarding department and company policies and procedures.   
• Measures, documents, and communicates agent’s performance and progress towards goal attainment for assigned team.  Accurately and swiftly communicate issues and potential issues to management. 
• Contributes to customer retention and continuously increase customer loyalty levels through advanced problem resolution, handling of escalated customer interactions and mentoring agents to be well informed, friendly, helpful, upbeat and positive. 
• Rewards and recognizes agents via implemented incentive programs to elevate agent productivity performance and achieve service goals. 
• Display strong motivational skills towards achieving Call Center goals while maintaining low levels of turnover.     
• Generates new ideas/solutions on specific Call Center issues and participates in projects and process improvement initiatives. 
• Completes all additional tasks and responsibilities not listed as required or assigned by management.

 

Essential Requirements:

Education: 

• High school diploma or equivalent required

 

Experience:     

• Three (3) years supervisor experience, three (3) years Guest Services, Hotel Front Desk, or contact center environment or three (3) years of experience in customer service-related field. 
• Intermediate level of knowledge of Microsoft Office programs (Excel, PowerPoint and Word)
• Three (3) years of previous LMS experience

 

Abilities: 

• Must be able to type
• Able to work independently as well as with a team and take initiative, with minimal supervision
• Highly motivated, proactive individual and independent thinker.
• Team building: must be able to develop, motivate and inspire the team to achieve desired results. 
• Strong knowledge of customer care processes and techniques are vital. Must have the ability to handle and resolve customer complaints and ensure customer satisfaction and maintain good customer relationships
• Problem solving; exercises good judgment when analyzing and solving problems, pays attention to details 
• Can handle multiple tasks in a high volume, high stress, fast paced environment
• Excellent listening and interpersonal skills 
• Demonstrates a friendly, upbeat, and positive disposition
• Must present a well-groomed professional appearance.     
• Excellent written and verbal communication skills are requi