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Supv Telecommunications

J o b D e s c r i p t i o n

Job Profile Title:	Supv Telecommunications
Job Code:	11574
Profile Title:	11574 Supv Telecommunications
Grade / Band:	09
FLSA Status:	Exempt
The Player Telecommunications Supervisor is responsible for supporting the Manager of the Player Telecommunications Department. This role assists with the oversight of the daily operations of the department, ensures legal and internal compliances are adhered to. Additionally, this role ensures exceptional guests service standards are upheld, ensures booking goals are met, drives and motivates bookings, monitors productivity, assists with the commission program, and ensures the team is armed with adequate tools and resources.

Principal Duties & Responsibilities
Provides day-to-day supervision and administrative responsibilities creating a work environment that promotes teamwork, motivates performance, provides performance feedback, recognition, employee satisfaction, and training
Support agents through coaching in their daily tasks/responsibilities, call monitoring, email proofing, explaining procedures/systems and sourcing solutions for obstacles encountered to optimize departmental operations and increase knowledge and performance
Develops and mentors' hourly employees through report preparation, administration of CRM tasks, script writing, player coding, and comp approvals to ensure departmental standards and assigned booking goals are understood and met
Compiles information about property special events, promotions, concerts, and tournaments
Maintains toolkits for the telemarketing team such as factsheets, marketing scripts, EOD tools, and regular list generation
Resolve guest inquires and/or complaints within scope of authority in an expedient and professional manner, exceeding expectations, and ensuring guest satisfaction in a timely manner
Conduct daily pre-shifts with staff to review all information pertinent to the day's goals or future business
Supports the manager to ensure all marketing, gaming, and legal requirements are adhered to

Required for All Jobs
Performs other job-related duties as requested
Proof of eligibility to work in the United States

Work Experience
Experience	Experience Details	Required/ Preferred
6+ Years of Prior Relevant Experience	in a similar casino or resort environment	Required

Additional Requirements
Details	Required/ Preferred
Bilingual, English as the primary or secondary language	Preferred
Experience with call center sales, casino hosting, casino marketing, hospitality customer service or another related sales field	Preferred

Knowledge, Skills and Abilities
KSAs
Ability to promote and motivate a team
Must have exceptional customer service

Physical Requirements
A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Physical Requirement	N/A	Rarely	Occasionally	Frequently	Constantly	Weight/ w.p.m.
Balancing			X
Bending			X
Carrying 10 pounds			X
Clear speech - simple				X
Clear speech - complex				X
Climbing	X
Distant vision				X
Driving	X
Flexibility - upper body			X
Flexibility - lower body			X
Hearing/Listening				X
Kneeling			X
Lifting 10 pounds			X
Near vision				X
Normal vision				X
Pushing/Pulling			X
Reaching			X
Sitting				X
Standing			X
Typing				X
Walking				X

Work Environment
While performing the duties of this job, the associate is required to work within the selected work environments.
Work Environment	N/A	Rarely	Occasionally	Frequently	Constantly
Communication - verbal				X
Communication - written				X
Confined area				X
Contacts - works alone				X
Contacts - works around others				X
Contacts - works with others				X
Exposure to dust / dirt			X
Exposure to fumes / odors			X
Extreme cold		X
Extreme heat		X
Fast pace				X
Hazardous conditions - chemicals	X
Hazardous conditions - high structures	X
Hazardous conditions - high voltage	X
Indoors				X
Noise levels - low to moderate				X
Noise levels - high			X
Office conditions				X
Outdoors			X
Restricted area		X
Shifts	X
Smoke			X
Travel		X
Wet/Humid		X

Mental Requirements
While performing the duties of this job, the associate is required to work within the selected mental requirements.
Mental Requirement	N/A	Rarely	Occasionally	Frequently	Constantly
Analytical				X
Clerical				X
Comprehension				X
Crisis incidents		X
Customer service				X
Decision making				X
High pressure				X
Judgment				X
Long hours			X
Math skills - advance			X
Math skills - basic				X
Organization				X
Reading - simple				X
Reading - complex				X
Repetition				X
Tight deadlines				X
Writing - simple				X
Writing - complex				X