Customer Experience Leader — Call Center

Landry's, LLC.; Laughlin (NV); On-site; USD 90,000 - 120,000; Full time

Job summary

Landry's, LLC. in Laughlin, NV is seeking a Call Center Manager to supervise daily operations of Call Center Agents, Lead Agents, Trainers and Supervisors, ensuring friendly, professional guest interactions and adherence to service standards.

You will build and coach a high-performing team, monitor performance, drive QA scores and KPI attainment, manage staffing, recruit, interview, and handle escalations while partnering with Sr. Management on process improvements.

Qualifications

• Builds and leads a high-performing team of agents and leads to achieve and exceed service delivery and customer expectations.
• Ensures agents are answering all incoming customer interactions efficiently, accurately, and professionally.
• Monitors adherence to ensure agents are meeting or exceeding department and company standards.
• Measures, documents, and communicates agent’s performance toward goal attainment.
• Interviews and hires staff, and other Human Resources related tasks.

Responsibilities

• Builds and leads a high-performing team to achieve service goals.
• Ensures agents respond to customer interactions efficiently and professionally.
• Coaches agents to improve morale and performance.
• Monitors adherence to department and company standards.
• Communicates performance and progress to Sr. Management.
• Drives customer retention through effective issue resolution and escalations.
• Rewards and recognizes agents to elevate productivity.
• Participates in process improvements and projects.

Skills

Leadership

Team building

Coaching

People management

Performance monitoring

Job description

Landry's, LLC. in Laughlin, NV is seeking a Call Center Manager to supervise daily operations of Call Center Agents, Lead Agents, Trainers and Supervisors, ensuring friendly, professional guest interactions and adherence to service standards.

You will build and coach a high-performing team, monitor performance, drive QA scores and KPI attainment, manage staffing, recruit, interview, and handle escalations while partnering with Sr. Management on process improvements.