Call Center Shift Manager

ESSENTIAL DUTIES AND RESPONSIBILITIES Primary duties and responsibilities include, but are not limited to, the following: • Maintain the room reservation system (LMS) as well as out-sourced booking entities, including brand sites and 3rd party to ensure inventory and restrictions comply with Revenue Management decisions. • Monitor and adjust inventory for various business segments and quickly convey changes so that revenue streams can be adjusted accordingly. • To keep apprised of the local market and document to ensure competitiveness. • Monitor inventory in all business segments in anticipation of cut-offs, block reductions and/or over block situations as well as the potential impact of special events, shows and concerts. • Ensure maintenance of history records that are used in the evaluation of future events/groups and rate/sales determination. • Prepare the daily arrival/departure forecast for the evaluation of future events, new group/leisure bookings and in anticipation of possible staffing adjustments. • Evaluate promotions and packages and determine compliance with the Gaming Control Board and county/city tax requirements. • Prepare departmental budgets and evaluate/analyze monthly P&L statements for areas of correction and for future adjustments. • Oversee the input of all bookings and inventory from Sales, Leisure Sales, Casino, and Entertainment and other departments as necessary • Ensure the proper reporting of office productivity • Interviewing, hiring, coaching and termination of team members. • Attend and participate in meetings • Any other duties as assigned within the scope of this position. KNOWLEDGE/SKILLS/ABILITIES • Consistently exhibits courteous, respectful, and appropriate communications and presents information in a concise and understandable format. • Cooperate with others in the accomplishment of joint tasks and common objectives. • Ability of complex reading, writing, math, and task completion skills is required. • Must have the following skills: clerical, compiling, coordination, analyzing, supervising, instructing, following instructions, influencing others, memorization, problem solving, independent judgment, and decision making. • Flexible to work all shifts including holidays, nights, and weekend hours as business needs dictate. • Must be a minimum of 21 years of age. EDUCATION and/or EXPERIENCE • Minimum of 3 years’ call center supervisor experience or any combination of education, training, or experience that provides the required knowledge, skills, and abilities. PHYSICAL DEMANDS • While performing the duties of this job, the team member is constantly sitting and occasionally standing and walking over the duration of their shift. • Must be able to lift/carry 10lbs or less occasionally. • The team member will constantly have repetitive use of both hands. Finger dexterity of both hands will be constantly required. • Constant use of vision abilities is required including distance, depth perception, field of vision, and color vision. • The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. WORK ENVIRONMENT • Work performed indoors, alone and frequently with and around others. Team Member will perform work face-to-face including verbal contact with others around computer equipment. • The noise level in the work environment is usually moderate. • Team Member may be exposed to secondhand smoke. • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.