Outbound Call 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

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

Job Description:

Seminole Hard Rock Support Services provides worldwide support to hotels, casinos, and cafes for Seminole Gaming and Hard Rock International. The Unity Outbound Call Supervisor leads a team of 10–14 agents responsible for solicitation of casino players from designated segments across multiple sites. This role is accountable for team performance (quality, schedule adherence, attendance, and service level), provides coaching and career development, and serves as the first point of escalation and shift leader to ensure consistent, compliant guest service.

Essential Job Functions

• 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; recognize performance and address gaps with coaching and corrective action when needed.

• Provide real-time shift leadership: monitor service levels and queues, make schedule/skill adjustments, and 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 consistent standards and performance.

• Collaborate with internal departments and vendors to optimize contact center resources and resolve operational issues.

• Ensure consistent policy, privacy, and regulatory compliance (including Gaming Commission requirements); promptly elevate ethics concerns via management and/or the Ethics Hotline.

Qualifications

• 2+ years’ experience supervising teams in an inbound or outbound contact center (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 skills; ability to observe floor/queue trends and recommend practical improvements.

• Understanding of skill-based routing and real-time contact center management.

• Proven ability to lead, motivate, coach, and manage performance in a customer-focused environment.

• Ability to work on the floor for extended periods (walking/standing) and complete administrative work (keyboarding, screen time, phone use).

• Casino industry and/or start-up contact center experience preferred.

• Ability to work and support Team Members Onsite and Remote

Disclaimer

This is not an exhaustive list of all responsibilities, requirements and skills. Management reserves the right to revise the job or to require that different tasks be performed as necessary.

Pre-employment screening may include criminal background check and drug screening.

View career opportunities at www.gotoworkhappy.com.