Senior Call Center Manager - Multi-Property Hospitality

Atlantis Casino Resort Spa; Reno (NV); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical dental vision

401K matching

Tuition reimbursement

Paid vacation

Holiday pay

Weekly prizes

Career development

Free daily meal

Internal advancement

Job summary

Atlantis Casino Resort Spa in Reno, Nevada seeks a Senior Call Center Manager to lead a high-volume, multi-property call center, upholding service standards that support Forbes and AAA Diamond status.

You will supervise onboarding, training, scheduling, payroll, and performance metrics; manage 25+ agents and several managers; partner with Training and Performance teams to finalize training; drive weekly KPI reviews and guest experience excellence.

Qualifications

• 4+ years in progressive hospitality roles or call centers.
• Excellent communication skills.
• Competency in standard computer/office programs.
• Knowledge of hospitality programs (HMS, HotSOS) preferred.
• Adherence to appearance standards (no visible tattoos/piercings, unnatural hair colors).

Responsibilities

• Maintain Forbes Recommended status.
• Determine and execute annual business plan.
• Budget, review and analyze department revenues and expenses.
• Oversee hiring, training, and morale of team members.
• Manage a 25+ member team across multiple properties and interviews.

Skills

4+ years hospitality/call center

Excellent communication

Computer skills

HMS/HotSOS knowledge

Appearance standards compliance

Education

Bachelor's degree in Hospitality or related field

Job description

Atlantis Casino Resort Spa in Reno, Nevada seeks a Senior Call Center Manager to lead a high-volume, multi-property call center, upholding service standards that support Forbes and AAA Diamond status.

You will supervise onboarding, training, scheduling, payroll, and performance metrics; manage 25+ agents and several managers; partner with Training and Performance teams to finalize training; drive weekly KPI reviews and guest experience excellence.