Call Center Manager

Santikos Entertainment • San Antonio, TX

4d • Onsite

About The Position

Ensure the delivery of the highest level of service and hospitality for the Guest Care Center guests served. Direct team members’ workflow and workload as well as handling complaints, requests, concerns, and other questions from guests. Develop programs, tools, processes, and people with the goal of enhancing our Guest Care Center employees' skills, performance, productivity, and quality of work. Schedule, monitor, measure, report, and provide feedback on the quality of interactions of Contact Center team members.

Requirements

• High School diploma or equivalent required
• 5 years of proven call center leadership and management experience preferred
• Demonstrated ability to lead independently, make sound operational decisions, and manage priorities in a timely manner with minimal supervision
• Excellent customer service skills and strong leadership skills
• Ability to pivot and adapt quickly while maintaining a calm and supportive environment
• Solid understanding of reporting and data analysis
• Proficiency in MS Office and call center equipment/software programs
• Excellent verbal and written communication skills
• Ability to effectively coach team members to achieve a high level of guest service
• Ability to work as part of a team
• Process Improvement and problem-solving skills
• Change Management
• Emphasizing Excellence
• Availability to report to the Santikos Support Office for scheduled shifts, meetings, and other business needs; reliable transportation required

Nice To Haves

• Bachelor’s degree in a relevant field preferred

Responsibilities

• Determine call center operational strategies by conducting team member needs assessments, performance reviews, capacity analysis, and appropriate scheduling
• Maintain and improve operations by monitoring system performance; identifying and resolving problems within established parameters
• Accomplish call center human resource objectives by interviewing, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; overseeing policies and procedures
• Oversee guest requests for movie information, complaints/comments, ticket purchases, refunds, and social media guest replies
• Prepare call center performance reports by collecting, analyzing, and summarizing data and trends
• Maintain equipment; develop preventive maintenance procedures; communicates for needed repairs; evaluate and implement upgrades
• Maintain a professional atmosphere at all times and motivate the team by teaching the strategic importance of the contact center to the overall mission of Santikos Entertainment

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED