Operations Lead Specialist

200_Mohegan_Sun Mohegan Tribal Gaming Authority - Mohegan Sun; United States; On-site; USD 60,000 - 78,000; Full time

Job summary

Mohegan Sun is seeking a Dispatcher Supervisor who oversees daily dispatch activities, ensuring adherence to policies, procedures, and internal controls. You will supervise a team, coordinate with multiple departments, and manage work orders for timely guest service.

The role requires a high school diploma, casino supervisory experience, dispatcher experience, and strong communication skills. You will mentor staff, handle scheduling, and maintain meticulous logs in a fast-paced environment.

Qualifications

• Excellent written and verbal communication skills.
• Excellent organizational and multi-tasking skills.
• Intermediate knowledge of Word, Excel and Outlook.
• Ability to make on the spot decisions with little or no information or guidelines.
• Responds to emergency situations with ease.

Responsibilities

• Directs work order maintenance and emergency calls to staff via radio or phone.
• Dispatches multiple departments for guest assistance or enhancements.
• Keeps work order logs accurate and up-to-date.
• Supports hiring, training, scheduling and evaluation of dispatch staff.
• Delivers exceptional customer service to guests and colleagues.

Skills

Communication skills

Organizational skills

Multi-tasking

Typing 30 wpm

Education

High School Diploma or equivalent

2 years supervisor/lead experience in a high volume casino

1 year Dispatcher experience

Tools

ACSC

STM

HOTSOS

ITRAK

Maintenance Connection

Ascent

EmpowerTime

Manager Self Service

Job description

Position Summary: This position is responsible for assisting with overseeing the daily activities of the dispatchers and ensures compliance with company policies and procedures, regulations and internal controls.

Primary Duties and Responsibilities

• Communicates work order maintenance and emergency calls to the staff and directs incoming calls via radio or phone to the appropriate personnel
• Dispatches multiple departments for assistance or guest enhancement
• Ensures work order logs are accurate and up-to-date
• Assists with the hiring, training, scheduling and evaluating of the dispatching staff and ensures that they meet departmental standards
• Provides exceptional customer service to internal and external guests while maintaining a professional demeanor and providing information pertaining to the property

Secondary Duties and Responsibilities

• Interacts with various operating departments and ensures the proper flow of information is communicated between all levels of the company
• Assists with answering phones, dispatching and logging of work orders and activities
• Maintains all logs and required paperwork
• Meets with, mentors and coaches the staff to ensure they are providing superior customer service

Minimum Education and Qualifications

• High School Diploma or equivalent
• Two years of experience as a supervisor or lead in a high volume complex casino environment
• One year of experience as a Dispatcher
• Must be able to type 30 wpm

Competencies

• Excellent written and verbal communication skills
• Excellent organizational and multi-tasking skills
• Intermediate knowledge of Word, Excel and Outlook
• Ability to make on the spot decisions with little or no information or guidelines available
• Responds to emergency situations with ease

Training Requirements

• Must attend all appropriate Human Resources Supervisor Training classes
• Knowledge of ACSC, STM, HOTSOS, ITRAK and Maintenance Connection systems
• Understanding of Ascent, EmpowerTime and Manager Self Service systems
• Knowledge of the casino complex layout including the exterior of the building
• CPR, First Aid and Bloodborne Pathogen certified
• SMART alcohol awareness

Physical Demands and Work Environment

• Fast paced office work environment with frequent interruptions
• Must be able to sit in front of a computer screen for extended periods of time
• Must be various shifts and flexible hours

This is not necessarily an exhaustive list of all responsibilities, requirements or working conditions associated with this job.

Mohegan Sun reserves the right to make changes to the above job description whenever necessary.

Work Shift

Regular Knock, knock. Hear that sound? That's opportunity! .

Native American Preference

Mohegan Sun practices Native American Preference in hiring. "Native American" means an individual who is a duly enrolled member of the Mohegan Tribe or any group of Native Americans recognized by the Mohegan Tribe, The United States of America, or the State of Connecticut.

What began in 1996 as a gaming destination in southeastern Connecticut with a handful of Team Members has expanded into a premier entertainment enterprise with over 10,000 team members across the globe.

What drives our success is the centuries-old philosophy of the Mohegan Tribe “The Spirit of Aquai”. Its principles of welcoming, mutual respect, cooperation and building relationships have shaped our culture, and serve as the foundation that we live by with every guest and team member interaction today, and for generations to come.