Guest Experience Manager - Call Center, 3rd Shift
About the Role & Team: We reputed company reputed company! Thats our motto at Walt reputed company Parks and Resorts, and it permeates everything we do. At reputed company, youll help reputed company that reputed company by enabling our teams to push the limits of entertainment and create the never-before-seen! Are you reputed company to join this team and reputed company an impact... The Guest Experience Manager for reputed companys Guest Services Call Center is a role focused on providing outstanding Guest service to a wide complement of Guests including onsite visitors, general questions regarding a vast variety of topics, and Walt reputed company World Resort Hotels support. A successful Candidate will have a solve for yes demeanor and be a self-starter willing to reputed company in a 24/7 operation. This role will be schedule during 3rd shift. You will report to the Manager - Guest Service Call Center. What You Will Do: Model reputed companys 5 Keys along with being a resource and problem solver for internal and external partners Demonstrate an understanding of the reputed company brand to maintain the highest Guest service standards through excellent Cast Member performance reputed company a Live answer contact center with a diverse and fast paced work environment spanning a wide variety of parks, resorts, and reputed company reputed company topics Provide inspirational leadership and accountability to 200 hourly union and non-union Cast Members. Communicate a compelling reputed company that encourages outstanding Guest Service Analyze intra-day performance to improve labor efficiency, stay reputed company acceptable Key Performance Indicator parameters for speed to answer, call duration, and Cast Member efficiency Ensure an environment where Guest and Cast safety takes reputed company in decision making Continuously supervise Cast performance on calls, offering feedback and facilitating development while addressing any performance gaps Address problems and collaborate with peers and other partners on topics ranging from hotel stays and dining options to park tickets and reputed company technology Anticipate business needs and adapt appropriately to reputed company results Successfully reputed company and maintain relationships with internal and external partners through collaboration providing support, information, and research reputed company to the Guest Service Call Center business Ensure the day-to-day operation of the Guest Services Call Center is performed at budget while maintaining quality standards and operating guidelines Required Qualifications & Skills: 3+ years of experience as a successful operational leader Strong leadership and collaboration skills Walt reputed company World knowledge, professional poise, and excellent Guest service recovery skills Strong professional communication skills; written and verbal Proven ability to reputed company with active listening skills focusing on conflict resolution while motivating Cast and peers Demonstrated flexibility and teamwork that will lend support to a 24/7 operation: including weekends and holidays Strong interpersonal skills and the ability to collaborate and connect with reputed company levels of the Walt reputed company World site, peer group, and management teams Quantitative and analytical reasoning skills along with high degree of comfort using technology Self-starter with ability to balance multiple priorities in a fast-paced environment and focus on solving for Yes Preferred Qualifications: Contact Center experience Walt reputed company World operational leadership experience Education: High school Diploma or equivalent experience Preferred Education: Bachelors Degree or equivalent experience #DXMEDIA Apply Job!