Manager, Contact Center Operations

SeaWorld • Orlando, FL

3d

About The Position

SeaWorld is a world-renowned leader in the themed-park and entertainment industry. Our success is built on a passion for caring for animals and a dedication to delivering positive, memorable experiences to people from around the world. Were also committed to helping ambitious people achieve their professional best. We're always seeking exceptionally skilled and knowledgeable individuals to join our team. As Manager, Contact Center Operations, you’ll take on a variety of responsibilities to ensure we are consistently providing unparalleled service to our valued guests.

Requirements

• Marketing, Business Administration Degree, or equivalent experience
• Demonstrate the ability to work well with others using tact and diplomacy
• Excellent oral and written communication skills
• Exceptional computer skills including MS Office suite
• Strong analytical skills with call center reporting
• Ability to prioritize, analyze, work independently and complete tasks with tenacity and attention to detail.
• Ability to collaborate, communicate, present, and demonstrate value across disciplines and groups
• Confident ability to multi-task in an “on deadline” environment
• Expertise in managing by KPIs, proven results in increasing customer loyalty and advocacy
• Interest in an environment of employee development, mentoring and coaching

Responsibilities

• Provide exceptional, professional guest service in a team environment
• Communicate professionally and effectively with Ambassadors, Vendors, and our Guests
• Oversees day to day management of the Contact Center operation to ensure all KPI’s are met
• Works with senior leadership team to ensure strategic direction is in line with our companies’ objectives
• Interacts daily with internal departments of SeaWorld Entertainment improve sales and guest service
• Ensure accurate reporting to senior management
• Creates comprehensive monthly and quarterly contact center reporting including, but not limited to interaction activity, call volumes, and consumer trends
• Strong collaboration skill across a diverse cross functional team in a fast paced, rapidly changing organization

Benefits

• Paid Time Off
• Complimentary Park Tickets and Passes
• Park Discounts on Food and Merchandise
• Medical, Dental, and Vision Insurance
• 401K Retirement plan
• Voluntary Insurance
• Life Insurance
• Disability Benefits
• Tuition Reimbursement
• Dependent and Health Care Flexible Spending Accounts
• Employee Assistance Program
• Legal Assistance Plan

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree