Guest Services Call Center Manager

Wynn Resorts, Limited; 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 oversee Room Reservations, PBX operations, and related guest services within the integrated call center. The role supports strategy execution, team leadership, and the pursuit of outstanding guest experiences across outlets, spa, and events.

The position requires 3+ years in call center leadership, a 21+ age minimum, and eligibility for Massachusetts gaming license.

Qualifications

• High school diploma or equivalent required; Bachelor's degree in a related field preferred.
• Minimum 3 years of call center experience, 1 year in a leadership role.
• Fluency in English; strong written and verbal communication skills.

Responsibilities

• Assist in management of the call center strategy and oversee call center team members.
• Support day-to-day call center operations to ensure high guest satisfaction.
• Maintain Encore standards and department policies; manage reports and records.
• Assist in hiring, training, and evaluating call center staff; promote a positive work environment.
• Ensure compliance with all policies, laws, and safety standards; communicate across departments.

Skills

Call Center

Leadership

Communication

Education

High school diploma or equivalent

Bachelor's degree in related field (preferred)

Tools

Kronos

BirchStreet

AVPM

Medallia

GoConcierge

Opera

Job description

Encore Boston Harbor is seeking an Assistant Manager for the Call Center to oversee Room Reservations, PBX operations, and related guest services within the integrated call center. The role supports strategy execution, team leadership, and the pursuit of outstanding guest experiences across outlets, spa, and events.

The position requires 3+ years in call center leadership, a 21+ age minimum, and eligibility for Massachusetts gaming license.