PBX Supervisor

The PBX Supervisor is responsible for ensuring the consistent, professional, and reliable operation of the PBX function while frequently performing the same front-line duties as PBX Operators. This role ensures that the property’s primary communication channel operates with accuracy, courtesy, and accountability, while maintaining departmental standards, documentation, and scheduling. Success in this position is defined by customer service consistency, operational reliability, accurate records, and the ability to lead through both example and oversight in a highly visible, guest-facing role.

PBX Operations Leadership & Department Accountability: Maintain full accountability for the daily operation of the PBX function, ensuring consistent, professional call handling, accurate routing, and reliable support to guests and employees at all times.

Hands-On Call Handling & Guest Interaction: Perform all duties of a PBX Operator as needed, including answering and routing calls, assisting guests and employees, supporting timekeeping and badge issuance, and serving as the primary communication hub when working independently.

Service Standards & Quality Assurance: Establish, monitor, and enforce consistent customer service standards across all PBX interactions. Ensure that all calls are handled courteously, accurately, and in alignment with UMCH service expectations.

Scheduling & Coverage Management: Develop and manage PBX staff schedules to ensure appropriate coverage across all operating hours. Proactively address coverage gaps, call-offs, and peak demand periods.

Documentation, Logging & Procedural Consistency: Ensure all required logs, records, and operational documentation are maintained accurately and consistently. Review records for quality and compliance with internal expectations. 

Training, Coaching & Performance Support: Train new PBX Operators and provide ongoing coaching/training to existing staff on call handling, service delivery, systems use, and operational procedures. Seek to promote a consistent guest-service experience. 

Discipline & HR Partnership: Address performance issues and conduct corrective action in coordination with the Director – Human Resources. Ensure disciplinary processes are applied consistently, professionally, and in accordance with UMCH policies.

Interdepartmental Coordination: Serve as the primary PBX liaison with Security, Payroll, Marketing, MODs, Human Resources, and departmental leadership to support seamless communication and issue resolution. Communicate up-and-down the chain to ensure the PBX team is appraised of all new relevant developments that are relevant to both internal and external customer service. 

Operational Improvement & System Support: Identify opportunities to improve PBX workflows, call routing efficiency, and system utilization. Recommend process enhancements to leadership as appropriate.

Confidentiality & Professional Judgment: Uphold strict confidentiality and exercise sound judgment when handling sensitive guest, employee, or operational information.

• Must be at least 21 years old and able to obtain and maintain a Ute Mountain Ute Gaming Commission Support License.
• Must demonstrate a professional demeanor, emotional intelligence, strong customer service orientation, excellent communication skills, and a strong leadership presence
• Ability to remain calm, courteous, and composed during high call volumes and high-pressure situations
• Strong organizational skills and attention to detail
• Ability to exercise sound judgment and maintain confidentiality

• High school diploma or GED preferred.

• Minimum two (2) years of experience in PBX operations, call center environments, hospitality front desk, or a comparable guest-facing communications role required
• Experience handling scheduling, training, or quality assurance functions preferred
• Experience supporting timekeeping, administrative, or security-related operational processes preferred
• Previous Tribal gaming experience preferred. 

• Knowledge of professional telephone etiquette, customer service standards, and call routing practices
• Skill in managing call volume, prioritizing competing requests, and maintaining composure under pressure
• Ability to train, coach, and support team members effectively
• Ability to maintain accurate records and enforce procedural consistency
• Ability to communicate clearly, professionally, and empathetically
• Ability to collaborate effectively with HR, Security, Payroll, and other administrative and operational leadership