Multi-Site Outbound Call Center Supervisor

Hard Rock Hotel & Casino Ottawa; United States; Hybrid; USD 55,000 - 75,000; Full time

Job summary

Seminole Hard Rock Support Services seeks a Unity Outbound Call Supervisor to lead a team of 10–14 agents across multiple sites, driving performance and guest service. You will coach, schedule, monitor queues, and serve as first-level escalation, ensuring compliance and a strong customer experience while collaborating with Quality/Training and Workforce Planning.

Onsite and remote work options are available; prior casino-contact center experience is preferred, with knowledge of LMS, CMP, SHR,

Qualifications

• 2+ years supervising teams in a contact center (inbound/outbound, multi-channel preferred).
• Working knowledge of property management, reservations, and player tracking systems (e.g., LMS, CMP, SHR, Salesforce) and proficiency with Microsoft Office.
• Strong written and verbal communication; observe floor/queue trends and drive improvements.
• Understanding of skill-based routing and real-time contact center management.
• Proven ability to lead, coach, and manage performance in a customer-focused environment.
• Able to work on the floor for extended periods and perform administrative tasks.
• Casino industry and/or startup contact center experience preferred.
• Ability to work onsite and remote.

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; provide coaching to close gaps.
• Provide real-time shift leadership: monitor service levels, adjust schedules, coordinate coverage to meet targets.
• 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 to maintain standards.
• Collaborate with internal departments and vendors to optimize contact center resources and resolve issues.
• Ensure policy, privacy, and regulatory compliance (Gaming Commission requirements); escalate ethics concerns as needed.

Skills

Leadership

Coaching

Communication

Customer service

Team supervision

Tools

LMS

CMP

SHR

Salesforce

Microsoft Office

Job description

Seminole Hard Rock Support Services seeks a Unity Outbound Call Supervisor to lead a team of 10–14 agents across multiple sites, driving performance and guest service. You will coach, schedule, monitor queues, and serve as first-level escalation, ensuring compliance and a strong customer experience while collaborating with Quality/Training and Workforce Planning.

Onsite and remote work options are available; prior casino-contact center experience is preferred, with knowledge of LMS, CMP, SHR,