Outbound Call Supervisor: Lead Multisite Support

Seminole Hard Rock; United States; Hybride; USD 42 000 - 65 000; Plein temps

Résumé du poste

Seminole Hard Rock Support Services is seeking a Unity Outbound Call Supervisor to lead a team of 10–14 Customer Care agents across sites. You will drive service levels, quality, and bookings while coaching staff and ensuring policy compliance.

You will provide real-time shift leadership, manage scheduling, handle escalations, support hiring and onboarding, and collaborate with Quality, Training, and Workforce Planning to maintain high standards. Onsite and remote work options are available.

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

Responsabilités

• 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 escalated ethics concerns via management and/or the Ethics Hotline.

Description du poste

Seminole Hard Rock Support Services is seeking a Unity Outbound Call Supervisor to lead a team of 10–14 Customer Care agents across sites. You will drive service levels, quality, and bookings while coaching staff and ensuring policy compliance.

You will provide real-time shift leadership, manage scheduling, handle escalations, support hiring and onboarding, and collaborate with Quality, Training, and Workforce Planning to maintain high standards. Onsite and remote work options are available.