Evening Teleservices Lead, Guest Services

Wind Creek; Montgomery (AL); On-site; USD 25,000 - 33,000; Full time

Job summary

Wind Creek is seeking a Teleservices Supervisor in Montgomery, AL to oversee day-to-day Guest Services operations and ensure compliance with SOPs, service standards, and performance targets. The role focuses on talk/wrap time, call handling, email communications, and guest satisfaction while maintaining data integrity and workflow efficiency.

The ideal candidate will have strong analytical, communication, and supervisory skills, with experience in attendance systems and customer service in a

Qualifications

• Associate’s Degree in Related field required.
• Minimum 2 years supervisory experience in a hospitality or customer-service setting.
• Strong verbal and written communication, with attention to detail.
• Ability to manage schedules and staffing in a Workforce Management system.
• Experience with guest service platforms and casino/hospitality software.

Responsibilities

• Oversees day-to-day operations of Guest Services.
• Maintains understanding of Direct Mail offers, promotions, and casino rewards programs.
• Communicates with leadership to research and handle guest disputes and policy questions.
• Supervises teleservice agents to ensure policy compliance.
• Provides training and feedback to staff; conducts coaching and disciplinary actions as needed.
• Assists in scheduling staff, approves PTO requests, and prepares evaluations.
• Manages agent scheduling in Attendance Enterprise and related systems.
• Monitors morale and cleanliness; suggests improvements; communicates results to management.

Skills

Supervisory skills

Customer service

Analytical skills

Communication skills

Scheduling

Education

Associate’s Degree in Related field

Tools

Attendance Enterprise

CMP

HotSOS

Opera

OpenTable

SpaSoft

Job description

Wind Creek is seeking a Teleservices Supervisor in Montgomery, AL to oversee day-to-day Guest Services operations and ensure compliance with SOPs, service standards, and performance targets. The role focuses on talk/wrap time, call handling, email communications, and guest satisfaction while maintaining data integrity and workflow efficiency.

The ideal candidate will have strong analytical, communication, and supervisory skills, with experience in attendance systems and customer service in a