Outbound Call Supervisor — Onsite/Remote Team Leader

Seminole Hard Rock Hotel & Casino; United States; Sur place; USD 55 000 - 75 000; Plein temps

Résumé du poste

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.

Qualifications

• 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.

Responsabilités

• 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.

Connaissances

Team supervision

Customer care

Coaching

Scheduling & performance

CRM systems

Multichannel

Outils

Salesforce

LMS

CMP

SHR

Description du poste

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.