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Reservation Manager - Call Center
MGM Resorts International Operations
21 and over
Maintain a highly motivated work environment through positive and constructive feedback combined with additional coaching and training.
Manages individual, team and call center results to identify and act on both positive and negative performance trends to insure attainment of revenue goals and performance targets.
Communicates and follows up to insure reservations agents are fully informed of all new information related to products, procedures, guest needs and company related issues, changes or actions.
Monitors calls to observe reservations agent demeanor, technical accuracy, and conformity to company policies.
Attendance/Punctuality – Ensure that reservations agents are consistently at work and on time and ensure work responsibilities of reservations agents are covered when absent.
Recommend necessary changes in staffing based on day of week, sales promotions, other anticipated events, and call data.
Quality assurance - performs established number of quality monitors per agent per month, identifies and documents agent quality performance while addressing any deficiencies in real time as well as accomplishments in monthly one on one meetings. Reports quality statistics for incorporation in to department statistical reports.
Answers questions and recommends corrective services to address guest complaints.
Maintain an upbeat, positive and motivating demeanor.
Assist in recruiting, hiring and training agents.
Responsible for monitoring, tracking team statistics and performance, coach and correct when needed.
Assist in planning and carrying out initiatives to achieve call center goals.
Assist in creating and implementing programs to improve center operations.
Follow through on personal administrative responsibilities.
Listen attentively to employees; deliver on your promises.
Performs other job related duties as assigned.
At least 4 years experience and/or an equivalent combination of education, training and experience.
At least 2 years of management level experience.
Excellent customer service skills.
Ability to lead and mentor a team.
Have interpersonal skills to deal effectively with all business contacts.
Professional appearance and demeanor.
Work varied shifts, including weekends and holidays.
High School diploma or equivalent.
Able to effectively communicate in English, in both written and oral forms.
Previous customer service experience.
Previous experience working in a similar resort setting.
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