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Contact Center Supervisor

Company: Parks, Experiences and Products
Location: Naples
Posted on: September 23, 2022

Job Description:

The Contact Center Supervisor supports the Guest Service Operations Manager by participating in the daily operations ensuring that the Guest, both internal and external receives an exceptional experience. Supervisor provides Cast Member development by mentoring to support a succession plan.Responsibilities:

  • Be a Leader in the business to coach and motivate Cast Members while upholding a culture that builds internal and external Guest Experiences.
  • Hold self and others accountable to high performance standards.
  • Inspire and motivate the team to deliver exceptional Guest Experience.
  • Consider impact of actions on individual, team and the organization.
  • Monitor real-time and ongoing for the guest services operation, including telephone, email, chat, social, and ensure great experiences.
  • Maintain appropriate inspection for all related areas of performance, including empowerment, efficiencies, compliance and quality.
  • Work in collaboration with Team to use opportunities throughout the company and businesses.
  • Partner in the development of strategy that is developed and helps to translate into specific priorities, goals and action plans.
  • Understand and lead appropriate metrics to assess our performance.
  • Manage time, projects, processes and resources to produce desired outcomes.
  • Identify operational opportunities through observation of support channels.
  • Create action plan for Cast Member training to maintain operational excellence and Cast member knowledge.
  • Open mindset to learn and offer ideas to strengthen the current operation.
  • Provide a culture of service and build on the Disney Keys with a Consumer--centric mindset.Requirements:
    • Demonstrate ability to assess talent.
    • Ability to lead a successful team, while providing a positive work environment.
    • Ability to accept feedback and take constructive action.
    • Previous Call Center Guest Experience and leadership experience.
    • Must have open availability for a flexible work schedule that meets business needs, including evenings, holidays and weekend shifts.Preferred Qualifications:
      • Bachelor's degree preferred and/or related job experience.
      • Bilingual in SpanishOur Benefits: 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 The pay range for this position is $ 53,460 to $65,340 per year, however, base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the level and position offered. -#CPGPJobs - -#DPEP_Media

Keywords: Parks, Experiences and Products, Cape Coral , Contact Center Supervisor, Other , Naples, Florida

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