Call Center Supervisor

• Complimentary meals and covered team member parking.
• Employer-paid life insurance, long-term disability, and accidental death and dismemberment coverage. Flexible Spending Account options for health care expenses.]
• Company-paid gaming licenses (Class B & Class A)
• Variety of additional voluntary benefits and retirement plans.

• Be the face of MCR for new hires and team members; exemplify MCR’s values and set a great example by always demonstrating excellent guest service and professionalism.
• Serve as a leader and mentor for new hires and team members, embodying MCR's values and setting a standard of excellence in guest service and professionalism.
• Provide guidance and support to team members, fostering a positive and collaborative work environment. Take ownership of MCR's phone system, including managing inbound telephone calls, live chats, SMS messages, and more.
• Demonstrate leadership by handling a wide range of transactions, from call transfers to executive requests to resolving concerns from guests.
• Lead by example in responding to inbound guest and internal team member communications through various channels, using methods established by the leadership team.
• Articulate company products and services clearly to guests, always prioritizing active listening and understanding their needs.
• Identify up-selling opportunities when appropriate and cross-sell alternative services when specific requests cannot be fulfilled.
• Play a crucial role in confirming guest requests for casino and dining reservations and other services within established guidelines.
• Uphold a positive image of the company when interacting with both guests and fellow team members.
• Escalate complex situations to Team Leaders as they arise, contributing to effective problem resolution.
• Conduct peer-to-peer coaching sessions to assist team members and address their questions.
• Adhere to a set schedule, performing assigned tasks punctually.
• Collaborate with senior leadership to assess individual performance and actively work on improvement where opportunities exist.
• Assist on the contact center floor by answering questions and providing support to the team.
• Share important observations from guest interactions with senior leadership and all appropriate parties, providing suggestions for enhancing processes, products, or service offerings.
• Support and promote the company's culture and team philosophy throughout the property.
• Comply with all departmental and company policies, including business ethics guidelines.
• Maintain the confidentiality of company trade secrets and proprietary information, including business processes and guest data.
• Foster a positive and safe work environment, report issues to the appropriate personnel.
• Act in a manner that positively always represents Muckleshoot Casino Resort.
• Perform any other duties as assigned to contribute to the overall success of the team and organization.
• Creates, maintains, and facilitates a positive and safe work environment; promotes positive team member relations and reports issues to the appropriate personnel.
• Perform other duties as assigned.

• 2 (Two) years customer service experience in a fast-paced, service-oriented environment is required.
• 1 (One) year of leadership or supervisory experience is required.
• Experience in a call center or contact center setting is a plus.
• Tribal gaming experience a plus.

• Knowledge with resort check-in software such as Cloudbeds, Hotel Connect, WebRezPro etc.
• Knowledge of procedures and standards of hospitality industry.
• Skilled in bookkeeping and related software.
• Skilled in basic accounting and mathematics.
• Ability to solve client issues in a friendly and timely fashion.
• Ability to work with a high level of attention to detail.
• Ability to communicate effectively, both orally and in writing. Read, write and speak English fluently.
• Ability to remain positive and focused in a fast-paced environment.

Muckleshoot Casino