Trainer Reservations Reg (Call Center Las Vegas)

Company: Caesars Entertainment
Location: Las Vegas
Posted on: June 13, 2021

Job Description:

Responsibilities/Purpose

Quality Educators will be responsible for all aspects of Caesars Call Center training and development. Quality Educators will also be responsible for the hiring efforts of the call center, including interviewing and administration. Also, Quality Educators are directly involved in Enterprise-wide projects, such as technology upgrades, implementation of new systems, services, and sales initiatives.



Job Functions:

• Assists in the hiring of all contact center personnel by screening candidates via phone and face to face interviews. Processes new hire paperwork and schedules new hire orientation classes.
• Develops and delivers all aspects of training for the contact center including new hire training, one-on-one coaching, follow-up training, and training progress reporting. Completes all subsequent refresher training, continued training and new application training, and specialized/targeted training.
• Creates and maintains all call center training course materials including but not limited to training manuals, PowerPoint presentations, overall curriculums, class attendance logs, outlines, and any other required training material.
• Conducts training, administers knowledge assessments, analyze training effectiveness and address performance gaps, and makes recommendations to department leadership for future training initiatives based on trends and observations.
• Ensures adherence to standards in regards to guest service, sales, verbiage, and technical attributes within the contact center. Ensures all aspects of quality within the contact center and reports performance measurements to department leadership. Evaluates, reports, and documents adherence to quality, service, sales, and accuracy via monitoring guest interactions, auditing reservations, and tracking Customer Service Surveys
• Projects as assigned, including resource and tool development and research, as well as implementation for new programs and processes impacting hotel, casino, restaurant, and entertainment reservations for the Enterprise. Quality Educators are directly involved in reservations technology upgrades, from development, user-acceptance-testing, to documentation, training, and implementation.
• Communicates clearly and concisely verbally and in writing.
• Presents new material to groups of individuals in a way that fosters learning and comprehension of such material.
• Coaches while developing employees using a consistent, approachable demeanor and clearly articulate expectations to a diverse audience.
• Audits adherence to protocols, technical specifications, and SOPs and meets measured efficiency goals and standards.
• Trains, guides, and supports contact center personnel to achieve company goals and objectives through the fair application of all policies and procedures.
• Acts as a role model, presenting themselves as a credit to Caesars Entertainment and encourages others to do the same.
• Must remain objective
• Adheres to all company policies, regulatory and state/federal laws.

Essential Requirements:



Education:

• High school diploma or equivalent.

Experience:

• 1-year reservations or call center environment, one year LMS, 1-year training

Desired Skills:

• Reservations, Training, and QA call monitoring experience preferred but not required. Advanced knowledge of SharePoint and all other Microsoft Office programs (Excel, PowerPoint, and Word.)

Abilities:

• Advanced level of knowledge of Microsoft Office programs (Excel, SharePoint, PowerPoint, and Word)
• Must have a thorough knowledge of the processes and guidelines for Casino and General Reservations, Total Rewards, CMS and LMS
• Able to work interdependently and take initiative and willing to work a flexible work schedule based on business demands.
• Must be an objective individual and independent thinker
• Can handle multiple tasks in a high volume, fast-paced environment
• Must know computer, telecommunications functions, and systems
• Excellent organizational, listening, interpersonal and analytical skills
• Must demonstrate an upbeat and positive disposition
• Strong knowledge of customer care processes and techniques are vital

Disclaimer:

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, or technical developments).

Keywords: Caesars Entertainment, Las Vegas , Trainer Reservations Reg (Call Center Las Vegas), Other , Las Vegas, Nevada

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