Supervisor Call Center Operations Service
US-NV-Las Vegas

Job Title: Supervisor Call Center Operations Service

Location: Encore, Wynn

Job Description and Responsibilities:

Wynn Resorts is the recipient of more Forbes Travel Guide Five Star Awards than any other independent hotel company in the world. Wynn Las Vegas opened on April 28, 2005 and was once again named the best resort in Nevada on Condé Nast Traveler’s 2018 “Gold List,” a title received for the tenth time. Wynn and Encore Las Vegas feature two luxury hotel towers with a total of 4,750 spacious hotel rooms, suites and villas, approximately 192,000 square feet of casino space, 21 dining experiences featuring signature chefs and 11 bars, two award-winning spas, approximately 290,000 square feet of meeting and convention space, approximately 103,000 square feet of retail space as well as three nightclubs, a beach club and recreation and leisure facilities. In addition to two luxury retail esplanades, a Strip-front expansion, Wynn Plaza, is currently under construction and is scheduled to be completed by the third quarter of 2018.

The Supervisor - Call Center Operations - Service is responsible for overseeing the day to day operations of the department to ensure Wynn Las Vegas standards are maintained by the staff. This position is also responsible for providing leadership to enhance employee engagement and guest satisfaction.

  • Providing support to the Call Center Service Manager
  • Assisting in the prompt resolution of any guest service issues by supervising or personally handling the recovery
  • Responding to emergency situations
  • Monitoring incoming call volumes, training, maintaining time and attendance records, conducting employee performance evaluations, completing Telecommmunications Convention billing,compiling CMS Reports
  • Participating in the quality assurance program, including monitoring and evaluating attendants on a consistent basis as well as coaching and mentoring via one-on-one meetings with staff
  • Responsible for maintaining the Wynn standards of service to guests and coworkers at all times; ensures the Wynn standards are maintained.
  • Ensures the Wynn standards of cleanliness and appearance for all areas.
  • Maintains a safe and pristine work environment at all times; Works with safety as a priority, and follows department and company safety standards.
  • Knows and adheres to Wynn policies and procedures, embrace company culture and take pride in the resort and amenities.
  • Understands and well versed in the resort, hotel features and services including all outlets, hours of operation, activities and events available to guests.
  • Attends required training classes and incorporates new standards, service knowledge and safety into daily work practices.
  • Look for opportunities to assist peers, guests, other departments or leaders at all times; solution oriented, avoiding conflict and gossip, stays on task and promotes teamwork.
  • Awareness of guest experience at all times, smiles and makes eye contact, communicates professionally.
  • Responsible for effectively managing many personality types. Implements a calm environment with grace when under pressure.
  • Be an active member of the Hotel Division management team.
  • Provides clear direction, establishes goals and appropriate time frames, manages overall guest satisfaction, and monitors progress to achieve desired results.
  • Must focus on key drivers of employee engagement and guest satisfaction.
  • Consults regularly with all levels of management within the company to provide constructive feedback to other departments to help enhance the guest experience.
  • Coordinates with all levels of management to maintain the highest level of guest service standards within the department and across the property.
  • Responsible for all hiring practices within the department. Must have the ability to interview and select excellent staff to create an exceptional service culture.
  • Ensures staff is equipped with all tools to serve the guests’ needs.
  • Must be able to effectively deal with internal and external guests, some of whom will require levels of patience, tact and diplomacy. Responsible for addressing guest issues.
  • Responsible for training, conducting employee performance evaluations, and overall development of all staff.
  • Responsible for all inventory, equipment, administrative supplies and any necessary items within the Service department.
  • Must maintain a complete knowledge of industry through continuing education and training.
  • Responsible for the upkeep, maintenance, and cleanliness of all areas of the Service department.
  • Overall responsibility for employee payroll, vacation and other benefits tracking, and maintenance of applicable licenses and work cards.

Job Requirements:

  • High school diploma or equivalent
  • Requires proficiency in Microsoft Office specifically Outlook, Word, Excel & PowerPoint. Proficiency with Avaya Telephone System and CMS, AMCOM, Opera Property Management System, HotSOS, JAZZ Call Accounting System is preferred.
  • Minimum of two (2) years call center experience at least one (1) year of which supervisory in nature.
  • Weekend availability. Schedule for this position is not set. Must be available to work all shifts and be able to flex schedule based on business demands.
  • Weekend availability. Schedule for this position is not set. Must be available to work all shifts and be able to flex schedule based on business demands.
  • Proven experience in managing multiple priorities simultaneously and meeting deadlines.
  • Must possess excellent communication skills, both verbal and written.
  • Candidate should possess feedback skills at all levels; push back, challenge status quo in and out of the office and strong motivational feedback.
  • Must have problem negotiation, problem solving & decision making skills.
  • Must possess outstanding organizational, interpersonal, and administrative skills, as well as excellent attention to detail.
  • Must be able to work proficiently with deadlines and disciplined to work without constant guidance and supervision.
  • Ability to compute basic mathematical calculations. Ability to decipher various reports and create reports upon request.
  • Candidate must be able to work efficiently within a team environment.
  • Must be able to work effectively in stressful, high-pressure situations.
  • Must possess a positive, “whatever it takes” attitude.
  • Candidate must be well groomed and professional.
  • Must have an open mind and willingness to learn new processes, concepts, and ways of approaching analysis.
  • Must have strong customer service skills. Ability to deal with problems involving guests and operational issues while maintaining a positive attitude.
  • Candidate must maintain the highest levels of confidentiality regarding guests and staff.
  • Must be able to satisfactorily communicate English with guests, management, and other associates to their understanding. Additional foreign language a plus.