Call Center Supervisor - 32908

WinStar World Casino and Resort; Thackerville (OK); Hybrid; USD 45,000 - 65,000; Full time

Job summary

WinStar World Casino and Resort in Thackerville, OK is seeking a full-time Call Center Supervisor to lead Unit 3. The role focuses on staff training, performance coaching, and ensuring high-quality guest interactions in a fast-paced environment.

Responsibilities include KPI monitoring, reporting, shift management, and collaborating with other departments to resolve issues while maintaining customer satisfaction and compliance with company policies.

Qualifications

• Essential: 3 years directly related experience
• Nonessential: 1 year directly related supervisory experience
• Education: High School, GED or Equivalent

Responsibilities

• Train employees to communicate with customers positively and professionally
• Communicate games, events, and promotions to staff
• Prepare daily and monthly reports
• Coach staff and address performance gaps
• Monitor KPI metrics and provide feedback to agents
• Assist in candidate selection and task assignment
• Ensure compliance with rules, policies and procedures
• Maintain confidentiality and security of data

Skills

Basic Computer skills

Computer operation

Typing speed 30 wpm

Education

High School, GED or Equivalent

Tools

Call Center software

Job description

Thackerville, OK | Communications | Full Time

Description

We are currently looking for aFull Time Call Center Supervisorto join our WinStar Call Center Unit 3 team located at the WinStar World Casino and Resort working.

Responsibilities

• Train employees to communicate with all customers in the most positive method possible ensuring a winning experience for guests that call the facility
• Communicates all games available, special events, promotional and concert events occurring at the facility to subordinate employees, to ensure a positive customer experience at all times
• Updates training materials as needed
• Coordinates the proper resolution of escalated dispute resolutions, issues, and concerns with related departments and follows through to ensure that a fair and equitable resolution was achieved
• Adheres to the Quality Initiative process for the department by listening to calls, scoring calls, and attending Calabrio sessions on a bi-weekly basis
• Prepares daily reports
• Prepares monthly reports
• Assigns, reviews, monitors and ensures performance of assigned staff for area of responsibility
• Participates in candidate selection process
• Assigns tasks and responsibilities of assigned staff
• Reviews and documents work effectiveness of assigned staff
• Coaches and corrects assigned staff through performance deficiencies
• Observes and documents work behaviors of assigned staffEnsures cooperative and respectful work relationship of assigned staff including interpersonal training and resolving internal issues
• Ensures all audits, reports and other operational communications are accurate and timely
• Completes a variety of standard and ad hoc reports as required
• Assists staff with accomplishing goals
• Ensures staff stays in assigned areas
• Investigates and resolves discrepancies
• Resolves minor employee concerns
• Communicates area performance and operational information to line of support
• Approves/denies time off requests
• Provides daily and weekly feedback to agents on KPI metrics including but not limited to: Talk time, ACW, Hold, RNA’s and quality performance
• Performs 90-days reviews to assess representatives’ KPI metrics in terms of tier progression
• Prepares shift reports
• Performs all other duties as assigned
• Develops and maintains documentation as appropriate -- files, logs, records, reports, etc.
• Maintains confidentiality, security, and integrity of data and information
• Ensures employees and resources complete assigned training and development
• Maintains knowledge of, follows, and enforces all rules, regulations, policies and guidelines for assigned area
• Prepares weekly reports
• Mentors, coaches, develops and assists in training in assigned area
• Ensures compliance with all laws, rules, regulations, policies, procedures and guidelines for assigned work area
• May be required to act as Manager on Duty in the absence of the manager to ensure all operational standards are maintained
• Provides first class customer service to both internal and external customers and responds to inquiries, compliments, and/or complaints with professionalism, courtesy, and efficiency
• Completes all training and development requirements and participates in continuing education opportunities
• Works in a collaborative and supportive manner to support the productivity and safety of the work area, team members and customers of all types
• Maintains a clean, organized work area and ensures a safe environment
• Maintains and promotes professionalism
• Punctual and consistent in meeting start time, work schedule, attendance and other assigned work time metrics
• Adheres to Chickasaw Nation dress code standards
• Maintains knowledge of and follows all rules, regulations, policies and guidelines for assigned area

Competencies

• Able to follow instructions, both written and oral
• Ensures compliance
• Able to adhere to all scheduling and attendance requirements
• Comprehend and or act on information and data from reports and or other data output
• Extreme customer-focused behavior
• Honesty, truthfulness, reliability, accountability
• Able to read, understand, apply, and retain knowledge of Chickasaw Nation, departmental, divisional and all other rules, regulations, policies, procedures and guidelines
• Knowledge of property amenities
• Knowledge of call center software
• Knowledge of all casino promotions through communication with leadership and using internal resources such as newsletters, TV and promotions cards
• Ability to lead subordinates
• Ability to remain calm under stress
• Relates problems and translates understandable solutions
• Works well within a team
• Ability to train individuals or small groups on specific tasks or procedures and engage with different learning styles
• Able to verbally communicate in a professional and positive manner with other team members, departments, guests and management
• Interpersonal skills to motivate, investigate, inspire
• Keeps written records

Skills

• Basic Computer skills
• Skilled in operating a computer and/or other equipment related to specific role (i.e. automated currency counters, calculator, projector, binding machine, other related office equipment)
• Accurately type 30 words per minute

Experience

Essential:

• 3 years directly related experience

Nonessential:

• 1 year directly related supervisory experience

Education

Essential:

• High School, GED or Equivalent

Credentials

Essential:

• Pass gaming background check
• Gaming license or permit as required by assigned position

Nonessential:

• CN Core Leadership Level 1

Working Conditions

Essential:

• May work where cigarette smoking occurs
• Fast-paced environment
• Works in an office setting
• Work is in a confined and or controlled environment
• Computers, printers, phones
• Communications phone, computer
• Communications written, verbal
• Use computer up to 75% of shift
• Sitting up to 100% of shift
• Standing up to 50% of shift
• Visual acuity for detail, distance, color, depth perception
• Listening and hearing abilityPass pre-employment drug test

Training

It is the responsibility of each employee to attend required training for their position or profession as determined by their line of support (LOS) or the leadership of the Chickasaw Nation. It is the responsibility of those who supervise, manage or otherwise lead employees or teams to ensure each employee has access to and receives all required training.

Mission, Vision & Core Values

Mission: To enhance the overall quality of life of the Chickasaw people.

Vision: To be a nation of successful and united people with a strong cultural identity.

• The Chickasaw People
• Cultural Identity
• Servant Leadership
• Selflessness
• Can Do Attitude
• Perseverance
• Stewardship
• Trust and Respect
• Loyalty
• Honesty and Integrity
• Teamwork