Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
Range $48,568.88 - $57,150.40
Work Schedule
Flexible
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Professional development opportunities
Employee assistance program
Job Description
Encore Boston Harbor is a premier luxury resort and casino located in Everett, Massachusetts. It is part of Wynn Resorts, a globally recognized leader in the hospitality and entertainment industry, known for its commitment to delivering exceptional guest experiences and outstanding service. The property features an expansive hotel with beautifully appointed rooms and suites, diverse dining options, a world-class spa and salon, entertainment venues, and integrated casino gaming. Encore Boston Harbor is dedicated to providing guests with memorable stays through attention to detail, innovative amenities, and a sophisticated environment that reflects the vibrancy of Boston. The company emphasizes a culture... Show More
Job Requirements
- 21 years of age or above
- obtain and maintain registration or license issued by the Massachusetts Gaming Commission
- high school degree or equivalent
- minimum 3 years of call center experience
- at least 1 year in a leadership role
- general computer skills and basic Microsoft Office knowledge
- outstanding organizational and interpersonal skills
- ability to read, analyze, and interpret documents
- fluency in English
- ability to compute basic mathematical calculations
- capability to manage multiple priorities and meet deadlines
- experience with hospitality industry scheduling
- must lift or maneuver at least 30 pounds
- reliable, consistent, and punctual attendance
- ability to work varying schedules
- knowledge of safety standards
- reasonable accommodations available for disabilities
Job Qualifications
- High school degree or equivalent
- bachelor’s degree in a related field or equivalent experience preferred
- minimum 3 years of call center experience
- at least 1 year in a leadership role
- general computer skills
- basic knowledge of Microsoft Office
- experience with planning and project management
- outstanding organizational, interpersonal, and administrative skills
- excellent attention to detail
- knowledge of union and non-union working environments preferred
- familiarity with systems such as FCS, Kronos, BirchStreet, AVPM, Medallia, GoConcierge, and Opera
- fluency in English
- ability to read and interpret policy and procedure manuals
- ability to write detailed instructions and correspondence
- effective presentation skills in one-on-one and group settings
- ability to compute basic mathematical calculations and create reports
- problem-solving and data analysis skills
Job Duties
- Ensure all Encore Boston Harbor core values and property and department standards are implemented and applied
- participate in the execution of short-and long-term departmental goals, objectives, policies, and operating procedures
- monitor and evaluate operational effectiveness and implement changes for improvement
- assist in the management of day-to-day activities to maintain departmental performance and policy accuracy
- assist in managing team member performance under area of responsibility
- monitor department compliance with internal policies, federal and state laws, and property-wide regulations
- ensure department delivers maximum property-wide service and guest satisfaction
- facilitate communication through organizing and presiding over departmental meetings
- assist in hiring, performance management, and employee engagement
- stay informed about new developments to maximize department and company success
- manage internal and external guest relations with patience, tact, and diplomacy
- handle multiple priorities and meet deadlines in high-pressure situations
- promote positive, fair, and ethical relations with team members and the community
- maintain knowledge of resort features, services, and events
- train Guest Service Attendants and Sales & Marketing Agents
- manage quality control for call center interactions and maintain standards
- manage daily call center operations
- provide support to Guest Service Attendants and Sales & Marketing Agents
- assist in hiring, onboarding, training, and evaluating call center team members
- ensure safety compliance and follow company safety standards
- maintain relevant industry knowledge through continuing education
- perform other job-related duties as assigned
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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