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Supervisor - Call Center

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Primary Responsibilities
  • Supervises team of Contact Center Reservation Sales Agents and Lead Agents
  • Provides essential training for all Contact Center Reservation Sales Agents and Lead agents
  • Actively conducts standards test and provides on the spot feedback for Agents and Leads
  • Assists in administration of scheduling, reporting, incentive programs productivity tracking, attendance tracking, and progressive discipline
  • Leads the department by example, assist with agent or lead responsibilities as required
  • Creates a culture of attention to detail through training, support, constant inspection, and clear feedback
  • Promotes employee engagement by maintaining an adaptable leadership style
  • Actively participates in employee recognition programs such as employee of the month
  • Answers incoming calls as needed to minimize abandonment
  • Ensures adherence to new programs, policies and procedures are effectively followed by staff
  • Coordinate’s cross-training of all representatives in the Contact Center for both Reservations and PBX
  • Ensures customer service levels are consistently applied by staff
  • Monitors staff calls to ensure information accuracy and service levels are upheld
  • Ensures that all company and departmental policies and procedures are followed by staff
  • Monitors daily break schedule for staff
  • Contributes to evaluations for subordinates
  • Conducts formal and informal training for subordinates
  • Conducts formal and informal coaching and counseling with subordinates
  • Rewards and recognizes superior performers
  • Responsible for communicating in a professional manner and on a continual basis, both verbally and in writing
  • Effective handling of multiple hotel content and related systems including PMS and CRS
  • Ensures that employees work safely and follow all safety rules
  • Performs other duties as assigned
Must Have Personal Qualifications
  • The desired candidate will have a high school diploma, GED or equivalent experience required
  • One year of supervisory experience is preferred
  • Previous Call Center experience is preferred
  • Strong customer service skills and prior experience is required
  • Strong organizational and problem-solving skills
  • Proficiency in Microsoft related programs, which would include but not limited to Outlook, MS Word, and MS Excel is required
  • Excellent communication skills in English (verbal and written) required
  • Must work well with others and work across departments
  • Ability to prioritize multiple tasks, have a sense of urgency to complete projects and be detail oriented is required
  • Must be able to maintain composure under stress in a high volume, fast-paced work environment
  • Must present an overall professional experience and lead by example
  • Must have a flexible work schedule with the ability to work evenings, weekends, and holidays as scheduled
  • Ability to exercise good judgment in making decisions is required
  • Positive and solution-oriented attitude is required
  • Ability to effectively deal with internal and external guests, some of whom will require levels of patience and tact as well as diplomacy to collect factual information
  • Ability to handle employee guidance, coaching, and counseling needs
  • Effective coaching, development, and decision-making skills with interest in self-development
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Bally’s Dover

1131 North DuPont Highway

Dover, DE 19901

500 Room Hotel Casino
Managed By Bally’s Corporation

Bally’s Dover

Bally’s Dover is a unique Four Diamond casino hotel conveniently located in the heart of the Mid-Atlantic region. Our smoke-free casino features 33 table games such as Craps, Mini Baccarat Macau Style with Dragon Bonus, Blackjack, Roulette, Emperor's Challenge Pai Gow Poker, High Card Flush, 3 Card Poker with 6 card bonus bet, Player's Edge 21+3, Heads Up Hold'Em, and Cajun Stud. Players also enjoy 2,200 slot machines, including progressives and penny machines all the way up to $100 slots.

Our luxurious AAA-rated Four Diamond casino hotel is the largest in Delaware with 500 well-appointed guest rooms and suites. The stunning Rollins Center® ballroom and well-equipped breakout rooms accommodate conventions, corporate meetings, banquets, weddings and celebrations of many kinds.

Bally's Dover Casino Resort offers a wide variety of dining options from New York-style deli to a gourmet steak and seafood restaurant.  Casual dining includes family-style Italian, specialty seafood, station-style buffet, two gourmet coffee and pastry shops and more. Food & beverage venues include Gr8 Burgers, Jerry Longo's Meatballs & Martinis, Macau Kitchen Express, The Royal Prime, Sugar Factory, Sweet Perks Too and the Winner's Circle Restaurant.

Toppers Spa/Salon offers exquisite spa treatments and salon services in a tranquil setting.  Our shops include Godiva, Swarovski, The Colonnade Marketplace and Fashions of The Colonnade featuring trendy and classic designer apparel and accessories.

World-class sports action awaits with live harness racing from November to April with a liberal purse structure to attract the best horses and drivers from Delaware, Maryland, Pennsylvania, New Jersey, New York, Ohio and Canada.

Guests can wager on harness and thoroughbred horse racing from across the country, 363 days a year in our Race & Sports Book, in addition to professional football sports betting. Our casino hotel adjoins Dover International Speedway®, which hosts two thrilling NASCAR® race weekends each year.

We feature some of the best live entertainment in our region as well as live boxing events.

Bally’s Corporation is a global casino and interactive entertainment company, headquartered in Providence Rhode Island, with a growing omni-channel presence. It currently owns and manages 16 casinos across 10 states, a golf course in New York, a horse racetrack in Colorado, and has access to OSB licenses in 18 states. It also owns Bally's Interactive International, formerly Gamesys Group, a leading, global, online gaming operator, Bally Bet, a first-in-class sports betting platform, and Bally Casino, a growing iCasino platform.

The Bally’s (North America) Interactive family includes upstarts, legends, sharks, and even a primate or two. Bally’s digital division is a portfolio of top disruptor brands in sports betting, iGaming, free-to-play gaming, and poker. Bally’s (International Interactive) has been recognized as the most successful multi-brand casino and bingo operator in the world with brands that cater to audiences all across the globe.

With 9,900 employees, the Company's casino operations include approximately 15,000 slot machines, 550 table games and 3,900 hotel rooms. Upon completing the construction of a permanent casino facility in Chicago, IL, and a land-based casino near the Nittany Mall in State College, PA, Bally's will own and/or manage 17 casinos across 11 states. Bally’s also has rights to developable land in Las Vegas post the closure of the Tropicana. Its shares trade on the New York Stock Exchange under the ticker symbol "BALY".