Hybrid Outbound Call Center Supervisor

Seminole Hard Rock Support Services; Florida; Hybrid; USD 60,000 - 80,000; Full time

Job summary

Seminole Hard Rock Support Services leads a worldwide support operation for Seminole Gaming and Hard Rock International. The Unity Outbound Call Supervisor manages a team of 10–14 agents across sites, ensuring quality, adherence to schedules, and high guest satisfaction.

The role includes coaching, real-time leadership, and escalation handling, with involvement in hiring, onboarding, and cross-department collaboration to optimize resources and maintain compliance.

Qualifications

• 2+ years supervising teams in a contact center (inbound/outbound).
• Knowledge of property management, reservations, and player tracking systems (LMS, CMP, SHR, Salesforce).
• Strong written and verbal communication skills; observe floor/queue trends and suggest improvements.
• Understanding of skill-based routing and real-time contact center management.
• Proven ability to lead, motivate, and coach in a customer-focused environment.

Responsibilities

• Lead, coach, and develop a team of Customer Care agents across channels and sites; set clear expectations and reinforce company culture and values.
• Own team results: quality, productivity (calls made and bookings), adherence, attendance, and customer experience; address gaps with coaching.
• Provide real-time shift leadership: monitor service levels and queues, make schedule adjustments, coordinate coverage.
• Serve as first-level escalation for complex guest/host issues; drive front-line recovery when satisfaction is at risk.
• Support hiring, onboarding, and ongoing training; partner with Quality/Training and Workforce Planning.
• Collaborate with internal departments and vendors to optimize contact center resources and resolve issues.
• Ensure policy, privacy, and regulatory compliance; escalate ethics concerns as needed.

Skills

Team supervision

CRM systems

Microsoft Office

Communication skills

Real-time management

Leadership

onsite / remote work

Casino industry experience

Tools

Salesforce

LMS

CMP

SHR

Microsoft Office

Job description

Seminole Hard Rock Support Services leads a worldwide support operation for Seminole Gaming and Hard Rock International. The Unity Outbound Call Supervisor manages a team of 10–14 agents across sites, ensuring quality, adherence to schedules, and high guest satisfaction.

The role includes coaching, real-time leadership, and escalation handling, with involvement in hiring, onboarding, and cross-department collaboration to optimize resources and maintain compliance.