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Teleservices Supervisor

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Job Details
Job Order Number
2668118
Company Name
Wind Creek Casino
Physical Address
1801 Eddie Tullis Drive
Montgomery, AL 36117
Job Description

The Teleservices Supervisor will manage the call agents to ensure goals are not only achieved but exceeded. We are looking for a leader who can monitor our processes and contacts and adhere to our guest service standards. In addition, the chosen individual will ensure that production and quality expectations are met, e.g., talk/wrap time, service level rates, abandon rates, data integrity, email, guest satisfaction, and monitoring results. It is critical that the Teleservices Supervisor has strong analytical, communication, and guest service skills.
•Interviews and hires for contact center agent jobs
•Coaches and develops direct reports
•Writes and administers formal performance appraisals and periodic reviews of goals/ objectives, according to schedule
•Motivates employees to improve performance by developing and implementing innovative recognition ideas
•Works as an information source to answer employee questions, assigning tasks, following up and giving instructions as needed
•Initiates and conducts progressive discipline and recommends/conducts terminations, if appropriate
•Plans and organizes work for a team of employees
•Conducts and attends communication meetings
•Initiates and implements appropriate actions to ensure team compliance with corporate, regulatory, quality, productivity and retention guidelines
•Processes complex time sensitive data and information from multiple sources, makes decisions based on this data, and effectively communicates the related required actions to a broad audience
•Handles complaint contacts from guests when the level of conflict requires the intercession of a supervisor-level employee
•Identifies, resolves, and escalates concerns (employee, system, and guest) as needed
•Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws; Including interviewing, hiring, and developing employees; Planning, assigning, and directing work, appraising performance, rewarding and disciplining employees; Addressing complaints and resolving problems
•Other duties and responsibilities as assigned


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