Manager-Guest Services Call Center

This is a fulltime Leader of Leader position that leads the Walt Disney World Guest Services Contact Center (GSCC) comprised of salaried leaders and over 200 union and non-union Cast Members. You will develop the departmental priorities with a focus on fiscal responsibility within the annual operating plan, Guest Service of onsite and offsite Guest and customers, Cast development of both salaried and hourly roles, and client support. With over 4M calls annually the Guest Services Contact Center supports a wide variety of businesses including WDW Operations, WDW Resort Guests, and Walt Disney Company partners such as Disney Cruise Line, Adventures by Disney, and Lucas Film. The use of technology including phone, email, chat, messaging, mobile applications, and website resources are critical. You are also responsible for the strategic and tactical plans of the call center and will work closely with a variety of clients and partners to ensure Guest and Cast experience is seamless. You will need to have passion for contact centers, a service mindset, and be able to resolve complex technical and operational challenges to maintain the highest level of commitment to our clients. This leader is accountable for the financial performance of the Guest Services Contact Center, the telephony maintenance of the contact center, the staffing, training, and labor models as well as the Guest service levels of their team. The Guest Services Contact Center is located on WDW property and is an onsite work environment which operates 24 hours a day 7 days a week.

You Will:

• Responsible for the development and implementation of the strategies and tactics to manage the GSCC in the most efficient and effective way leveraging new technologies and process improvements to support the highest service levels and client satisfaction.
• Responsible for daily leader schedules, staffing strategies, and partnerships with Casting, Training, Operations, and others.
• Manage and oversee third party relationships related to external contracts for the language line, service audits, and GSCC location needs.
• Provide professional leadership and guidance daily to a team of 7 salaried leaders and over 200 union and HNU Cast.
• Develop the departmental plans including labor, training, and staffing, as well as influence the annual financial goals based on business drivers, technology, and external influences.
• Represent the GSCC and resolve complex situations for process improvement, union negotiations, grievances, and individual CM issues to ensure compliance with the bargaining agreement and the interests of the GSCC.
• Develop and maintain Master Service Agreements along with strong collaboration between GSCC and other Walt Disney Company businesses supported by the GSCC including Adventures By Disney, National Geographic, Disney Cruise Line, Lucas Film, Disney Movie Ticket Sales, and ABC Inc.

You Have:

• Strong analytical, problem solving, and decision making skills
• Express high passion for a contact center environment
• Ability to lead multi-functional, technical project teams on a variety of contact center topics
• Demonstrated ability in partnering, collaborating, coaching, and project management skills
• Demonstrated strong change management and conflict resolution skills
• Ability to prioritize multiple projects and responsibilities
• Minimum of 3 years of salaried leader of leader experience in Operations
• Must be a self-starter with minimal supervision required
• Knowledge of Walt Disney Company, WDW Parks, Resorts, and Transportation

Preferred Qualifications:

• Walt Disney World operations experience
• Effective presentation and training skills
• Familiarity with Avaya Elite and NICE
• Contact Center experience

Education Requirements:

• Bachelor degree

Our 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 https://jobs.disneycareers.com/benefits

#DPEPMedia