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.