Outbound Call Center Supervisor — Lead, Coach & Optimize

Seminole Hard Rock Hotel & Casino; Florida; On-site; USD 42,000 - 62,000; Full time

Job summary

Seminole Hard Rock Hotel & Casino is seeking an Onsite Outbound Call Supervisor to lead a team of 10–14 Customer Care agents across multiple sites. The role focuses on quality, schedule adherence, attendance, and service levels, with coaching and development responsibilities to maintain high guest satisfaction.

The supervisor will manage real-time queues, adjust staffing, ensure policy compliance, and collaborate with internal departments to optimize contact center operations.

Qualifications

• 2+ years’ experience supervising teams in a contact center (inbound/outbound, multi-channel preferred).
• Ability to lead, motivate, coach, and manage performance in a customer-focused environment.
• Ability to work on the floor for extended periods and handle administrative tasks.

Responsibilities

• Lead, coach, and develop a team of Customer Care agents across channels and sites.
• Own team results: quality, productivity, adherence, attendance, and customer experience; address gaps with coaching.
• Provide real-time shift leadership: monitor service levels, adjust coverage, and meet targets.
• Serve as first-level escalation for complex guest issues and drive front-line recovery.

Skills

Team leadership

Coaching

Scheduling

Strong communication

Tools

LMS

CMP

Salesforce

Microsoft Office

Job description

Seminole Hard Rock Hotel & Casino is seeking an Onsite Outbound Call Supervisor to lead a team of 10–14 Customer Care agents across multiple sites. The role focuses on quality, schedule adherence, attendance, and service levels, with coaching and development responsibilities to maintain high guest satisfaction.

The supervisor will manage real-time queues, adjust staffing, ensure policy compliance, and collaborate with internal departments to optimize contact center operations.