Call Center Operations Lead – Guest Services

Encore Boston Harbor; Everett (MA); On-site; USD 61,000 - 66,000; Full time

Job summary

Encore Boston Harbor is seeking an Assistant Manager for the Call Center to support management of Room Reservations, PBX, and related guest services. You will supervise call center team members and assist in developing strategy to improve departmental performance and guest satisfaction.

The role requires strong leadership, 3+ years in call center environments, and a Bachelor’s degree or equivalent experience.

Qualifications

• High school degree or equivalent required; Bachelor’s degree or equivalent experience preferred.
• Minimum 3 years of call center experience, 1 year in a leadership role.

Responsibilities

• Ensures Encore Boston Harbor core values and standards are applied.
• Participates in short- and long-term departmental goals and evaluates effectiveness.
• Manages day-to-day activities to maintain performance and policy adherence.
• Oversees call center team members and supports management of call center strategy.
• Maintains safety and compliance with policies; promotes guest and team member satisfaction.

Skills

Leadership

Organizational skills

Interpersonal skills

Administrative skills

Education

High school degree or equivalent

Bachelor’s Degree in a related field or equivalent experience

Tools

FCS

Kronos

BirchStreet

AVPM

Medallia

GoConcierge

Opera

Job description

Encore Boston Harbor is seeking an Assistant Manager for the Call Center to support management of Room Reservations, PBX, and related guest services. You will supervise call center team members and assist in developing strategy to improve departmental performance and guest satisfaction.

The role requires strong leadership, 3+ years in call center environments, and a Bachelor’s degree or equivalent experience.