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Job Description
Call Center Supervisor - Full Time (Call Center LV) Caesars Entertainment - 3.6 Las Vegas, NV Job Details Full-time 14 hours ago Qualifications Client relationship management Customer communication Staff supervision Microsoft Excel Customer relationship building Team supervision Managing teams in a customer support role Employee relationship building English High school diploma or GED Team development Typing Productivity software Team motivation (leadership skill) Team building Full Job Description
WE ARE CAESARS
At Caesars Entertainment, our Mission, Vision & Values reflect our unique purpose, providing people with possibilities and places to have fun. Our Mission, Vision & Values represent a unifying and inspiring way forward, and all Team Members are expected to uphold them.
Our Mission :
"Create the Extraordinary"
Our Vision :
"We create spectacular worlds that immerse, inspire and connect you. We don't perform magic; we create it with excellence."
Our Values :
"Blaze the Trail, Together We Win, All-In on Service" Our corporate social responsibility framework, People Planet Play, represents our continuous dedication to enhancing economic development, uplifting the wellbeing of our Team Members and their families, and making positive contributions to the communities we operate in.
JOB SUMMARY
The Call Center Asst. Manager is responsible for the daily supervision of Call Center Agents under Teleservices teams and ensuring customer interactions are handled in a helpful, friendly, upbeat and professional manner. The Call Center Asst. Manager will supervise all aspects of department and agent's performance, development and coaching as they assist guests that contact the Las Vegas Regional Call Center. They will provide direction and guidance to ensure consistent achievement of key performance metrics.
HOW YOU WILL CREATE THE EXTRAORDINARY
Builds and leads a high-performing team of agents and leads to achieve and exceed service delivery and customer expectations regarding Service Levels, Abandonment, Adherence, Turnover, QA Monitor Scores and other standards as determined by contact center management. Ensures agents are answering all incoming customer interactions efficiently, accurately, and professionally as they assist internal and external customers. Monitors agents and lead behaviors and provide constructive feedback to improve performance and morale to improve service. Conducts side by side meetings with agents to appraise performance, then continually monitor, coach, and develop agents to drive department morale and for optimal performance so that department standards for service are met or exceeded. Monitors adherence to ensure agents are meeting or exceeding department and company standards. Ensures understanding and compliance of staff regarding department and company policies and procedures. Measures, documents, and communicates agent's performance and progress towards goal attainment for assigned team. Accurately and swiftly communicate issues and potential issues to management. Contributes to customer retention and continuously increase customer loyalty levels through advanced problem resolution, handling of escalated customer interactions and mentoring agents to be well informed, friendly, helpful, upbeat and positive. Rewards and recognizes agents via implemented incentive programs to elevate agent productivity performance and achieve service goals. Display strong motivational skills towards achieving Call Center goals while maintaining low levels of turnover. Generates new ideas/solutions on specific Call Center issues and participates in projects and process improvement initiatives. Interviews and hires staff, and other Human Resources related tasks. Completes all additional tasks and responsibilities not listed as required or assigned by management.
WHAT YOU WILL NEED
Education:
High school diploma or equivalent required
Experience:
Three (3) years supervisor experience, three (3) years Guest Services, Hotel Front Desk, or contact center environment or three (3) years of experience in customer service-related field. Intermediate level of knowledge of Microsoft Office programs (Excel, PowerPoint and Word) Three (3) years of previous LMS experience
Abilities:
Must be able to type Able to work independently as well as with a team and take initiative, with minimal supervision Highly motivated, proactive individual and independent thinker.
Team building:
must be able to develop, motivate and inspire the team to achieve desired results. Strong knowledge of customer care processes and techniques are vital. Must have the ability to handle and resolve customer complaints and ensure customer satisfaction and maintain good customer relationships Problem solving; exercises good judgment when analyzing and solving problems, pays attention to details
ADDITIONAL REQUIREMENTS
Can handle multiple tasks in a high volume, high stress, fast paced environment Excellent listening and interpersonal skills Demonstrates a friendly, upbeat, and positive disposition Must present a well-groomed professional appearance. Excellent written and verbal communication skills are required. Ability to read, write, speak, and understand English Able to maintain a flexible working schedule, based on business demands, as well as being dependable and punctual
Desired Skills:
Experience with Hotsos, Maximo, Sharepoint. LMS. Contact Center experience.
ABOUT US
At Caesars Entertainment, Inc., our Team Members create the extraordinary. We are the largest casino-entertainment company in the U.S. and one of the world's most diversified casino-entertainment providers. Since beginning in Reno, Nevada, in 1937, Caesars Entertainment has grown through the development of new resorts, expansions and acquisitions. Our resorts operate primarily under the Caesars®, Harrah's®, Horseshoe® and Eldorado® brand names. We focus on building loyalty and value with our guests through a combination of impeccable service, operational excellence and technological leadership. The company is committed to its Team Members, suppliers, communities and the environment through its
PEOPLE PLANET PLAY
framework. Our Caesars family is driven by our Mission, Vision and Values. We take great pride in living these values - Together We Win, All In On Service and Blaze the Trail - every day. Our mission, "Create the Extraordinary". Our vision, "Create spectacular worlds. That immerse, inspire and connect you. We don't perform magic; we create it with excellence. #WeAreCaesars". If you are ready to create some magic, we invite you to explore our dynamic, yet unique, career opportunities.
TOGETHER WE WIN
We believe in delivering family-style service—an approach that fosters warmth, connection, and a genuine sense of belonging. Our team treats every guest and colleague with the same care and hospitality we would extend to family, creating a welcoming environment built on respect, teamwork, and personalized attention. Whether assisting customers or collaborating with coworkers, we prioritize service that is thoughtful, supportive, and rooted in genuine relationships.
DISCLAIMER
These statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position. The Company reserves the right to make changes to the job description whenever necessary. As part of the onboarding process for new hires, candidates will be required to complete a background check. In addition, pre-employment drug testing is mandatory for any role operating a motor vehicle (Valet, Bus Drivers, Limo Drivers), Facilities and/or Engineering, Lifeguards, Pilots, Security and Surveillance roles. Pre-employment screenings will be completed prior to an offer being extended, except where applicable law requires that such pre-employment screening may occur post-offer. The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law. ADA Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy-related conditions, or where a conflict exists between the position and an individuals' religious beliefs or practices.
EQUAL EMPLOYMENT OPPORTUNITY
Caesars Entertainment is an Equal Opportunity Employer. Caesars Entertainment will not discriminate against any employee or applicant based upon a person's race, color, creed, religion, national origin, sex, marital status, disability, status with regard to public assistance, age, sexual or affectional orientation, gender identity, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or military status, or any other protected class.
