Call Center Shift Manager

Grand Sierra Resort; Reno (NV); On-site; USD 55,000 - 75,000; Full time

Job summary

Grand Sierra Resort in Reno, NV seeks a Call Center Supervisor to manage room reservation systems and external channels in alignment with Revenue Management decisions. The role requires monitoring inventory across segments, adjusting based on events, and maintaining accuracy in forecasting and reporting.

The position emphasizes leadership, daily coordination, and adherence to regulatory requirements, with duties extending to budgeting and performance management across the team.

Qualifications

• Strong customer service orientation and guest focus.
• Experience in supervising a team and coordinating daily workflow.
• Excellent written and verbal communication skills.
• Ability to analyze problems and implement solutions.
• Ability to work with diverse teams and maintain professionalism.

Responsibilities

• Maintain LMS room reservation system and external booking channels to ensure inventory aligns with Revenue Management decisions.
• Monitor and adjust inventory across business segments and communicate changes promptly.
• Stay informed about local market conditions and document findings for competitiveness.
• Oversee inventory planning for events and special occasions, considering potential impacts on blocks.
• Maintain historical records used for future event planning and rate/sales decisions.
• Prepare daily arrival/departure forecasts for events, groups, and staffing adjustments.
• Evaluate promotions for compliance with Gaming Control Board and tax requirements.
• Prepare departmental budgets and analyze monthly P&L statements for adjustments.
• Oversee input of all bookings from Sales, Leisure Sales, Casino, and Entertainment.
• Ensure accurate reporting of office productivity.
• Interview, hire, coach, and terminate team members as required.
• Attend and participate in meetings and other duties within scope of position.

Skills

Customer service

Team supervision

Communication

Problem solving

Interpersonal skills

Multitasking

Shift flexibility

Independent judgment

Education

3+ years call center supervisor experience

Job description

Essential Duties And Responsibilities

• 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.

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.