Senior Call Center Manager

At Atlantis Casino Resort Spa, we are more than just a premier destination for luxury gaming and hospitality in Reno, Nevada; we are creators of unforgettable moments. Our commitment to excellence shines through our exceptional gaming, exquisite dining, and indulgent spa services, all set in an inviting and sophisticated atmosphere. As a family-owned business, we prioritize nurturing lasting relationships with our guests and the community, ensuring that every interaction is warm, memorable, and tailored to foster a true sense of belonging.

Overview:

The Senior Call Center Manager is responsible for Call Center operations, including, but not limited to, Atlantis Casino Resort Spa and Monarch Casino Resort Spa. The ideal candidate will have a proven track record in a multi-property, high-volume call center. The Senior Call Center Manager must ensure Team Members are executing guest service standards consistently to maintain our Forbes and AAA Diamond status.

In addition to day-to-day operations, the Senior Call Center Manager will be accountable for onboarding, training, consistent and accurate performance of the Team, call abandonment goals, scheduling, payroll, and team member retention. The incumbent in this role must be experienced at multi-tasking since each day requires differing priorities while still monitoring all responsible areas. The candidate must be positive, self-motivated, model professionalism, well-spoken, and naturally have a high level of energy to keep the Team engaged.

The Senior Call Center Manager, as with all members of the organization, provides excellent service to all guests and Team Members, and will proactively take initiative to complete tasks in a timely manner to meet all deadlines. Additionally, the incumbent will exercise integrity and confidentiality in all areas of performance. The incumbent shares in the Atlantis Casino Resort Spa support of the company’s Vision, Mission, and Values, and consistently performs all functions in a fashion that inspires and motivates others to actively pursue them.  As part of the leadership team, role models the expected behaviors of service, positive attitude, cooperation, and accountability.  Engenders trust in others and develops credible relationships at all levels.

Responsibilities:

• Responsible for maintaining the Forbes Recommended status.
• Determines and executes the Annual Business plan.
• Budgets and reviews, researches, and analyzes department revenues and expenses.
• Creates and implements department-specific policies and procedures.
• Maximizes efficiencies and looks for opportunities to improve operations.
• Reviews market trends and proposes necessary changes.
• Oversees the hiring, training, development, and morale of Team Members.
• Manage a team of 25+ agents and multiple managers in a high-volume, multi-property call center.
• Participates in all interviews and reference checks for potential team members.
• Coordinates onboarding schedules of new team members with the management and training team.
• Oversee the development of all department training documentation and processes.
• Manages weekly tracking of all new hire training, any retraining efforts, and “train the trainer” initiatives.
• Partners with the Training and Performance Manager to provide final sign-off of training before an agent is put on the live phone lines.
• Responsible for weekly scheduling and payroll.
• Responsible for oversight of the weekly call monitoring program, ensuring each agent is shopped twice weekly and adheres to Atlantis standards.
• Presents weekly roll-up of all performance-related KPIs, including talk time, make busy time, LuxSell attempt rate, and call monitoring scores.
• Functions as the process expert for the overall reservation booking experience.
• Function as the escalation point for any guest or intra-departmental issues.
• Serve as the ‘chief morale officer’ of the Call Center, establishing an environment that is not only professional but fosters teamwork and synergy.
• Create and manage ongoing team morale programs in conjunction with the Reservations Manager/Asst Managers, and Training and Performance Manager whether they are metric-driven contests, incentives, or team-building activities
• Performs other incidental and related duties as required and assigned.

Qualifications:

• Bachelors’ Degree or higher, in Hospitality or related field, or combination of comparable education and experience is required
• Minimum of 4 years’ experience in progressive hospitality roles or call centers
• Excellent communication skills
• Competency in standard computer/office programs
• Additional knowledge in hospitality programs preferred (HMS, HotSOS, etc.)

***Must adhere to all appearance standards, including but not limited to no "visible" tattoos/piercings or unnatural hair colors. ***

Atlantis Casino Resort Spa fosters a team working environment and an environment that is focused on Team Member recognition and appreciation. Some of the ways in which we accomplish this is by offering the following: 

• Comprehensive benefits (medical, dental, vision, supplemental coverage)
• 401K retirement savings plan + discretionary match
• Education Tuition Reimbursement Program
• Paid Vacation
• Holiday Pay
• Weekly Resort Prizes
• Career Development and Training Workshops
• FREE daily meal
• Internal Advancement

We believe that our people are at the heart of our success. By investing in our team through growth opportunities and robust training programs, we cultivate an environment of loyalty and pride. Our focus on building a talent ecosystem in collaboration with local institutions enables us to ensure that every experience at Monarch reflects the luxury and dedication we stand for. Join us in creating extraordinary experiences that inspire and elevate the spirit of hospitality.