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Knowledge/Communications Supervisor (CES/BLV)

Company: Caesars Entertainment
Location: Las Vegas
Posted on: August 17, 2019

Job Description:

Knowledge/Communications Supervisor (CES/BLV) ******HO Caesars Entertainment is the world's most geographically diversified casino-entertainment company. Since its beginning in Reno, Nevada, more than 75 years ago, Caesars has grown into a family of affiliated resort casinos on four continents. Caesars-affiliated casino resorts operate primarily under the Harrah's, Caesars and Horseshoe brand names. Affiliates of Caesars also own the World Series of Poker and the London Clubs International family of casinos. The Caesars Entertainment family's success is a result of an unblinking focus of building loyalty and value with guests through a unique combination of great service, excellent products, unsurpassed distribution, operational excellence and technology leadership. Caesars and its affiliates are committed to environmental sustainability and energy conservation and recognize the importance of being a responsible steward of the environment. Team members of the Caesars family of resort casinos are driven by our Mission, Vision, and Values. We take great pride in living our values Integrity, Service with Passion, Celebrating Success, Diversity, Caring Culture, and Ownership every day. Our mission We inspire grown-ups to play fuels our passion for an exciting guest experience and a rewarding career. If you have the desire to create memorable experiences, personalize rewards and delight every guest, every team member every time, we invite you to explore our dynamic yet unique career opportunities. The Communications Supervisor is responsible for the day to day supervision of the Communications Team, who is responsible for maintaining the Caesars Entertainment Enterprise wide Knowledgebase. They oversee the overall Knowledgebase (KB) health ranging from but not limited to structure, data integrity, and buy-in. The Communications Supervisor works closely with the Communication Specialists to overseeing the development, implementation and continued improvement of the KB, optimizing the structure and life cycle workflows. They safeguard the integrity of the design and data by ensuring appropriate KB maintenance processes are implemented and adhered to. The Communications Supervisor will work closely with teams across the Enterprise to ensure the KB is accurate, relevant, up to date and effective. They work with teams across the Enterprise to ensure content is readily available, accurate, relevant, and effective. They also help to drive acceptance and usage of the KB platform across the Enterprise and partner with leadership teams to develop a culture that invites users to contribute/offer feedback on existing and new KB article needs, accuracy and effectiveness. Additionally, the Communication Supervisor is responsible for creating and overseeing the maintenance of KB related training material. They conduct training related to KB usage and initiatives through e-learning, classroom and/or train the trainer sessions with KB liaisons across the Enterprise. Job Functions: Supervise and build a high performing team to achieve and exceed department standards by coaching, developing, mentoring, and evaluating team/individual performance. Oversee the overall maintenance, design and/or architecture of the Enterprise KB, including any associated mobile applications. Create processes for updating KB and ensure those processes are being adhered to. Supervise the maintenance and life cycle of knowledge data/documentation (knowledge articles, FAQs, reference guides, how-to's, etc.). For Enterprise employees and external guests. Establish the process for auditing KB via work flows, reports, feedback etc. Manage call center communications up to and including newsletters, pre-shifts, memos etc. Act as the liaison between call center communications team and Enterprise contacts. Create and maintain queries in KB platform. Review and analyzing data by continuously soliciting end-user feedback through a variety of channels including surveys, quarterly feedback sessions/meetings, and end-user reporting with the focus on improving the knowledge base articles and usage. Create and oversee the maintenance of training and materials relevant to the KB systems and processes as well as other call center initiatives as assigned. Project management as it relates to Communication, Knowledge or FAQ's. Monitor adherence to department and company standards, policies/procedures and ensure understanding and compliance of staff. Other duties as assigned Essential Requirements: Education: Bachelor's Degree in a related field of study (Knowledge Management, Information Science, Information Systems, Communications, Business, or Graphic Design). KCS Certification Experience: 4-5 years' experience in a related field (Knowledge Management, Information Science, Information Systems, Communications, Business, or Graphic Design). Prior lead or supervisory experience 1-2 years' experience in knowledge management 2 years of experience with Salesforce Service Cloud Abilities: Possesses self-starter, punctuality, and leadership qualities, is a team player who exhibits role model behavior. Can diplomatically and professionally communicate information and/or directions to a diverse audience ranging from entry level to senior leadership (internally and externally). Able to coach a team to inspire action, optimism, and integrity while building relationships and supporting Enterprise initiatives and goal achievement. Strong attention to detail and accuracy in all aspects (content, workflows, etc). Ability to assimilate information extracted from various resources and convert to a defined style, ensuring clear articulation. Is open to positive and constructive feedback. Excellent communications skills (written and verbal) Types 45 WPM High level knowledge of Microsoft Office programs (Excel, PowerPoint, Word, Publisher, Designer, Access). Able to work independently and take initiative. Strategically focused with strong time management/prioritization skills, handling multiple tasks in a high volume, fast paced environment. Excellent organizational, listening and decision-making skills. Must demonstrate an upbeat and positive disposition. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Caesars Entertainment reserves the right to make changes to the job description whenever necessary. As a part of Caesars Entertainment's employment process, finalist candidates will be required to complete a drug test and background check prior to an offer being extended. Caesars Entertainment Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status. NV-Las Vegas-Bally Employee BLV Regular Team Leader

Keywords: Caesars Entertainment, Las Vegas , Knowledge/Communications Supervisor (CES/BLV), Other , Las Vegas, Nevada

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