Job Description

Job Summary:

The Guest Services Call Center leadership role is to support the Guest Experience Management (GEM) Team focused on providing Excellent Guest Service and meeting the operational needs within the 24/7 operation. Essentially you will be the support of our hourly Cast Members, modeling the Disney Key Basics along with being seen as a resource and problem solver for our partners. You would model and promote a collaborative and inclusive atmosphere among Cast, peers and partners. You would report to the Manager of the Guest Services Call Center.

Responsibilities:

* Provide direction for hourly union/non-union team
* Ensure an environment where Guest and Cast Safety is the first filter in operational decision-making
* Promote the understanding of the Disney brand and model professional standards
* Ensure Cast are empowered and accountable to provide 100% Excellent Guest Service
* Ensure integration with other manager functions in the operation to create an approach including collaboration on problem solving and sharing of best practices
* Communicate a compelling vision that inspires Exceptional Guest Service in our Cast, translating and integrating that vision into operational processes that promote consistency and efficiencies within the operation
* Manage/analyze labor to make changes quickly to effect positive results
* Influence performance of the operation and monitor/analyze associated metrics to maximize our business efficiencies and results
* Develop relationships with all partners by providing support, information and research
* Ensure the daily operation of the Guest Services Call Center is performed to budget while maintaining quality standards and operating guidelines

Basic Qualifications:

* Disney knowledge, Excellent Guest Service recovery skills
* Demonstrated teamwork to lend support to a 24/7 operation; availability for scheduled nights, weekends and holidays
* Knowledge of call center operations and metrics
* Quantitative reasoning and technical knowledge
* Conflict resolution and motivating Cast and peers.
* Focus on solving for yes
* 2+ years' experience as a leader

Preferred Qualifications:

* Walt Disney World leadership and Call Center experience

Required Education

* High school degree or equivalent

Preferred Education

* Bachelor degree or equivalent

Additional Information:

Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities and special extras that only Disney can provide. Learn more about our benefits and perks at https://jobs.disneycareers.com/benefits