Senior Call Center Leader – Multi-Property, High-Volume

Golden Road Motor Inn DBA Atlantis Casino Resort Spa; Reno (NV); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Comprehensive benefits

401K retirement plan

Tuition reimbursement

Paid vacation

Career development

Free daily meal

Job summary

Atlantis Casino Resort Spa in Reno, Nevada, is seeking a Senior Call Center Manager to oversee operations and maintain high service standards. The role entails managing a large team, executing business plans, and ensuring guest satisfaction aligned with Forbes and AAA Diamond standards.

The ideal candidate will possess a Bachelor’s degree in Hospitality and a minimum of four years in hospitality or call centers.

Qualifications

• Minimum of 4 years' experience in progressive hospitality roles or call centers.
• Must adhere to appearance standards including no visible tattoos or unnatural hair colors.
• Excellent communication skills and team management required.

Responsibilities

• Responsible for maintaining the Forbes Recommended status.
• Manage a team of 25+ agents in a high-volume, multi-property call center.
• Weekly tracking of performance-related KPIs.

Skills

Communication skills

Team management

Hospitality knowledge

Computer proficiency

Education

Bachelor's Degree in Hospitality

Tools

HMS

HotSOS

Job description

Atlantis Casino Resort Spa in Reno, Nevada, is seeking a Senior Call Center Manager to oversee operations and maintain high service standards. The role entails managing a large team, executing business plans, and ensuring guest satisfaction aligned with Forbes and AAA Diamond standards.

The ideal candidate will possess a Bachelor’s degree in Hospitality and a minimum of four years in hospitality or call centers.