Call Center Lead - Luxury Resort Reservations

Wynn Resorts; Everett (MA); On-site; USD 61,000 - 66,000; Full time

Job summary

Encore Boston Harbor is seeking an Assistant Manager for the Integrated Call Center to lead Room Reservations, PBX management, and related guest services. You will oversee call center team members, help shape strategy, and ensure adherence to Encore standards while delivering exceptional guest and team member experiences.

The role requires at least 3 years in a call center and one year in a leadership position, with strong organization and project management skills.

Qualifications

• Minimum 3 years of call center experience, 1 year in a leadership role required.
• Bachelor’s degree in a related field preferred.
• Strong organizational and interpersonal skills; excellent attention to detail.

Responsibilities

• Ensures Encore Boston Harbor core values and standards are implemented and applied.
• Participate in short- and long-term departmental goals, monitor effectiveness and drive improvements.
• Assist in day-to-day management to maintain performance, records, and reports.
• Oversee call center team members and ensure effective operations and guest experience.
• Monitor compliance with internal policies and applicable laws; enforce standards.
• Hire, train, and develop call center staff; promote a positive work environment.

Skills

Call center experience

Leadership

Planning and project management

Microsoft Office

Interpersonal skills

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

FCS

Kronos

BirchStreet

AVPM

Medallia

GoConcierge

Opera

Job description

Encore Boston Harbor is seeking an Assistant Manager for the Integrated Call Center to lead Room Reservations, PBX management, and related guest services. You will oversee call center team members, help shape strategy, and ensure adherence to Encore standards while delivering exceptional guest and team member experiences.

The role requires at least 3 years in a call center and one year in a leadership position, with strong organization and project management skills.