Guest Experience Manager - Call Center Operations (3rd Shift)
Description
Join the team at Walt Disney Parks and Resorts, where our motto is We make magic! As the Guest Experience Manager for Disneys Guest Services Call Center, you will play a crucial role in delivering outstanding service to a diverse range of Guests, including onsite visitors and those seeking information about the Walt Disney World Resort. This position requires a self-starter with a... solve for yes demeanor, ready to lead in a 24/7 operation. You will report to the Manager - Guest Service Call Center and work during the 3rd shift.
Compensation and Benefits
Competitive salary based on experience
Health, dental, and vision insurance
Retirement savings plan
Paid time off and holiday pay
Opportunities for professional development
Employee discounts at parks and resorts
Why you should apply for this position today
This role offers an exciting opportunity to lead a dynamic team and make a significant impact on Guest experiences at one of the most iconic entertainment brands in the world. You will be part of a culture that values creativity, collaboration, and excellence.
Skills
3+ years of experience as a successful operational leader
Strong leadership and collaboration skills
Knowledge of Walt Disney World and excellent Guest service recovery skills
Strong professional communication skills, both written and verbal
Proven ability to lead with active listening and conflict resolution skills
Demonstrated flexibility and teamwork in a 24/7 operation
Strong interpersonal skills for collaboration with all levels of the organization
Quantitative and analytical reasoning skills with comfort using technology
Self-starter with the ability to balance multiple priorities in a fast-paced environment
Responsibilities
Model Disneys 5 Keys and be a resource for internal and external partners
Maintain the highest Guest service standards through excellent Cast Member performance
Lead a Live answer contact center in a fast-paced environment
Provide inspirational leadership to 200 hourly union and non-union Cast Members
Analyze performance metrics to improve labor efficiency and maintain KPIs
Ensure Guest and Cast safety is prioritized in decision-making
Supervise Cast performance, offering feedback and facilitating development
Address problems and collaborate on various topics related to Guest services
Anticipate business needs and adapt to achieve results
Develop and maintain relationships with internal and external partners
Ensure day-to-day operations are performed within budget while maintaining quality standards
Qualifications
Strong leadership and collaboration skills
Walt Disney World knowledge and excellent Guest service recovery skills
Strong professional communication skills
Proven ability to lead with active listening and conflict resolution skills
Demonstrated flexibility and teamwork in a 24/7 operation
Education Requirements
High school diploma or equivalent experience
Education Requirements Credential Category
Bachelors Degree or equivalent experience preferred
Experience Requirements
3+ years of experience as a successful operational leader
Contact Center experience preferred
Walt Disney World operational leadership experience preferred
Why work in Lake Buena Vista, FL
Lake Buena Vista is a vibrant community known for its world-class entertainment and hospitality. Living here offers a unique blend of excitement and relaxation, with easy access to the magic of Walt Disney World and other attractions. The area boasts a rich cultural scene, beautiful weather, and a variety of recreational activities, making it an ideal place for both personal and professional growth
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