Outbound Call Supervisor

180 Seminole Hard Rock Support Services; United States; Presencial; USD 55.000 - 75.000; Jornada completa

Descripción de la vacante

Seminole Hard Rock Hotel & Casino is seeking an Outbound Call Supervisor to lead a 10-14 agent team across sites. You will ensure performance, coach staff, and act as the first escalation point to maintain high guest satisfaction.

Responsibilities include real-time shift leadership, coaching, hiring support, and collaboration with departments to optimize resources while upholding regulatory and privacy standards.

Formación

• 2+ years’ experience supervising teams in a contact center (multichannel preferred).
• Working knowledge of property management, reservations, and player tracking systems (LMS, CMP, SHR, Salesforce) and proficiency with Microsoft Office.
• Strong written and verbal communication; ability to observe floor/queue trends and recommend 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 and complete administrative work.

Responsabilidades

• Lead, coach, and develop a team of Customer Care agents across channels and sites; set clear expectations and reinforce culture.
• Own team results: quality, productivity, adherence, attendance, and customer experience; provide coaching and address gaps.
• Provide real-time shift leadership: monitor service levels, adjust schedules, and coordinate coverage to meet targets.
• Serve as first-level escalation for complex guest 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; escalate ethics concerns as needed.

Conocimientos

Team supervision

Customer care

Coaching

Scheduling & performance

CRM systems

Multichannel

Herramientas

Salesforce

LMS

CMP

SHR

Descripción del empleo

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 full 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.

About Us

Be Iconic represents the roots of our culture. The Seminole Tribe of Florida remains the only unconquered tribe in the United States of America. The Tribe established Seminole Gaming in 1979, when it opened the first high- stakes bingo hall in the United States. Building on its rich heritage of courageous and groundbreaking achievements, the Seminole Tribe of Florida acquired Hard Rock International in March 2007 - the first transaction of its kind by a Native American tribe. Today, Hard Rock International remains one of the most globally recognized companies in the world, with Hard Rock Hotel, Casino, Cafe and Rock Shop venues in over 74 countries. With the continued growth of Seminole Gaming and Hard Rock International, Seminole Hard Rock Support Services was created to support all of our brands and lines of business. With the largest global footprint in the hospitality industry for over 50 years, our number-one job is to bring fun and excitement to our team members and our guests!