About the job
Join The Oceanac as a Reservations/Call Center Supervisor, where you'll play a crucial role in optimizing our daily operations and enhancing the customer experience.
Position Responsibilities:
- Oversee the issuance of complimentary services, ensuring compliance with the NJ Casino Control Act and Commission Regulations.
- Develop and facilitate training materials, conducting dynamic staff training sessions as needed.
- Assist in the configuration and administration of the ACD, CMS, and voice response applications to uphold operational excellence.
- Maintain a consistent presence in the call center, ensuring 24/7 support.
- Craft policies and procedures that guide the use of hotel management, reservations, and casino applications.
- Analyze contact center performance data to identify trends and ensure service level goals are met.
- Conduct performance evaluations for agents, recommending pathways for advancement or retraining as necessary.
Essential Functions:
- Handle multiple concurrent projects with composure and strategic foresight.
- Engage in coaching and mentoring team members, fostering a supportive and productive environment.
- Maintain focus for prolonged periods while managing data on a computer monitor.
- Adapt to flexible shifts, including holidays and weekends, often with short notice.
- Travel to and from work, with on-site attendance required for essential job functions.
- Navigate a fast-paced environment with exposure to typical casino-related factors, including noise and stress.
Requirements:
- Minimum of 2 years experience in an inbound contact center setting.
- Strong understanding of property management and reservations systems (e.g., HMS, REEF, SYNKROS) with proficiency in Microsoft Office.
- Exceptional verbal and written communication skills.
- Proven leadership ability with skills in direction, delegation, and motivation.
- Comprehensive knowledge of skills-based routing and scheduling.
- Experience in a startup environment or the casino industry is a valuable asset.
- Fluency in English is required.
Benefits:
- Complimentary meal during shifts.
- Comprehensive training programs.

