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 Disney’s 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 Disney’s 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
• Bachelor’s 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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