Description

Job Overview

The Bi-Lingual Teleservices Supervisor oversees and manages the day-to-day operations of the Miami Guest Services center, while ensuring that the Wind Creek Teleservices Agents adhere to all department SOPs, guest standards and compliance regulations. In addition, the chosen individual will ensure that production and quality expectations are met, e.g., talk/wrap time, service level targets, abandon rates, data integrity, email communications, guest satisfaction, and monitoring results. It is critical that the Teleservices Supervisor has strong analytical, communication, and guest service skills in addition to being detail oriented, self-motivated, dependable, and willing to work with minimal supervision.

Purpose

Our genuine engagement and positive energy provide guests an escape from their routine into our exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.

Value System

Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized fairly, elevating our levels of personal accountability, and focus on our customer. The resulting creation of wealth will grow opportunities for all.

Duties And Responsibilities

• Oversees the day-to-day operations of Guest Services
• Maintains a complete understanding of all Direct Mail offers, Promotions, and Casino Rewards Programs
• Communicates with leadership across all Wind Creek properties to research and handle guest disputes, provide guidance and background information regarding guest interactions, and answers questions regarding policies and procedures as they relate to Guest Services
• Supervises Bi-Lingual Teleservice Agents to ensure that they are in compliance with all policies and procedures
• Interacts with the department manager/director by providing pertinent information regarding policies, promotions, team members, and guest interactions.
• Provides on-going training and distributes information to new and existing personnel
• Conducts employee counseling/coaching and disciplinary action when necessary
• Assists manager in scheduling staff according to company needs, approve or deny PTO requests and prepare employee evaluations
• Works in the capacity of subordinates, as needed
• Offers pertinent feedback to assist the manager/director in the completion of evaluations for Bi-lingual Teleservices Agents
• Inputs schedules into Attendance Enterprise and maintains detailed agent scheduling in a Workforce Management system
• Monitors and manages team member morale and departmental cleanliness
• Proactively submits recommendations for improvement 
• Determines and employs an appropriate communication tactic in both verbal and written communications
• Engages with guests as necessary to deescalate and provide further explanations. Provides Meaningful Response(s) to their requests and needs and engages in dialog.
• Escalates issues, observations, opportunities, and insights to the leadership team
• Must possess knowledge of how all online and app-based Wind Creek Casino platforms perform
• Must be able to research guest issues within multiple systems and offer appropriate explanation or an alternative solution to the guest issue
• Must be able to effectively communicate issues to the department manager/director and any third-party vendors involved with the maintenance and upkeep of the various Guest Service software
• Other duties and responsibilities as assigned

Job Requirements (Please Ensure You Meet The Listed Requirements Prior To Applying)

• High School diploma or GED required or currently enrolled and successfully complete a GED program within 6 months from start date as a condition of continued employment
• Must be twenty-one (21) years of age or older
• Associate’s Degree in Related field – required
  • OR Two (2) years’ Supervisory experience – required
  • OR One (1) year experience as a Dual-Rate Supervisor in a Wind Creek Hospitality Department – required
  • OR Two (2) years’ experience in the hiring position’s Department –required
• Three (3) years of customer service/hospitality experience - required
• Ability to speak fluently in both Spanish and English (Bilingual)– required
• Proficiency with Microsoft Office products; Outlook and Word; a skills test will be administered and must pass with a 70% pass rate- required
• Demonstrated ability to articulate thoughts both verbally and in writing using proper grammar and sentence structure; a typing test will be administered with a 25 WPM pass rate-required
• Two (2) years’ experience working with a software solution for reservations, scheduling, ordering processing or account management- preferred
• Demonstrated ability to effectively share your ideas with others
• Demonstrated ability to stay up-to-date on new and changing platforms to assist everyday users
• Outstanding organizational skills and ability to handle multiple projects simultaneously while meeting deadlines
• Must be willing to solve people’s problems
• Must be willing to proactively enhance the customer experience
• Must be willing to work hard and enjoy learning
• Must thrive on the excitement of working as part of a goal-oriented team
• Must be an independent, creative self-starter who loves running with things while keeping stakeholders informed
• Ability to communicate results to management and in a fast-paced environment
• Willing to work odd and irregular hours including nights, weekends, and holidays
• Willing to travel and participate in training as recommended or required
• Must have a valid and current State Driver’s License and an insurable driving record for purposes of driving company vehicles as required
• Must have a Tribal Gaming License (or the ability to obtain and maintain a license) as a requirement for this position
• Must have willingness and ability to work in a smoke/secondary smoke environment

Online applications are accepted at http://www.windcreekhospitality.com/Careers. For internal employees please submit your Internal Job Posting Form to your property’s Human Resources office.