Choctaw Nation of Oklahoma Jobs

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Choctaw Nation of Oklahoma Resort Services Operations Manager (Durant) in Durant, Oklahoma

Resort Services Operations Manager (Durant)

Description

Job Purpose or Objective(s) : The Resort Services Operations Manager has complete responsibility for all day to day operations (that services all 3 resorts) with the overall goal to ensure all casino calls are handled in a professional and courteous manner while providing quality service to both guests and associates.

The schedule for this position is Monday-Friday, 9:00am-5:30pm

Primary Tasks:

  1. Develop, guide, support, coach, evaluate, mentor, and lead entire Leadership team (Shift Managers, Supervisors, Leads) regarding operational management associated with day to day contact center operations.

  2. Implement processes, procedures, and sequences of service relevant to the operation and development of Resort Services.

  3. Provide recommendations for service enhancement to the Director of Resort Services.

  4. Ensure effective support, coaching, evaluation, and mentorship of the Resort Services staff.

  5. Develop department initiatives; monitor and manage call flow and handling effectiveness, response to service related concerns, and associate’s relations.

  6. Maintain awareness of departmental Key Performance Indicators (KPI).

  7. Ensures one-on-one conversations and individual Associate KPI reviews take place on an uninterrupted manner.

  8. Strategize on the enhancement of departmental outcomes. Recommend enhancements to current processes, policies, procedures, and sequences of service.

  9. Facilitate the flow of information throughout the department. Communicate all information as related to the deployment of marketing campaigns as it relates to the operation of Resort Services.

  10. Oversee training facilitation and coaching of direct reports in understanding their duties and provide clear expectations.

  11. Schedule associates in alignment with business trends and financial objectives, maintain up to date associate records; including personnel performance records, requests for time off, disciplinary actions, and special accommodations.

  12. Other duties as may be assigned.

Required Education, Skills and Experience:

MINIMUM

  • Bachelor’s Degree or equivalent combination of education and experience.

  • Excellent service, communication, and organizational skills.

  • Must possess excellent computer skills and knowledge of call systems.

  • Effective prioritization skills.

  • Objective analytical skills.

  • Reliable ownership and follow through skills.

  • Ability to interpret Resort Services statistics.

  • Ability to handle sensitive information in a confidential manner.

  • Ability to model the way.

  • Ability to provide a luxury experience while engaging in every conversation with associates and guests.

  • Ability to communicate effectively in one-on-one, small group, and large group situations.

  • Ability to read, write, and communicate verbally in English.

  • Three (3) years’ experience

TARGET

  • Bachelor’s Degree

  • Excellent service, communication, and organizational skills.

  • Must possess excellent computer skills and knowledge of call systems.

  • Effective prioritization skills.

  • Objective analytical skills.

  • Reliable ownership and follow through skills.

  • Ability to interpret call center statistics.

  • Ability to handle sensitive information in a confidential manner.

  • Ability to model the way.

  • Ability to provide a luxury experience while engaging in every conversation with associates and guests.

  • Ability to communicate effectively in one-on-one, small group, and large group situations.

  • Ability to read, write, and communicate verbally in English.

  • Five plus (5 )years’ Contact center management experience in a high volume luxury environment

#LI-DNI

Job Gaming Operations

Primary Location OK-Durant

Work Locations Resort Services 2101 West Arkansas Street Durant 74701

Organization Gaming

Schedule Regular

Full-time

Day Job

Req ID: 21012275

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