Engineering Svcs Call Center Mgr

“We Power the Magic!” That’s our motto at Disney Experiences (DX) . At Disney, you’ll help inspire magic by enabling our teams to push the limits of entertainment and create innovative built environments

Lead the Maintenance Base Call Center team which reports to the ES Organization. Maintenance Base is the primary call center receiving and routing attraction downtimes, general maintenance, and critical operational needs for Disneyland Resort. This role needs an inspiring leader who can engage and motivate a 24/7/365 team of Cast to deliver an exceptional level of service while ensuring operational goals and service standards are met.
 

Responsibilities

Responsibilities include

• Develop and maintain schedules, metrics development and reporting, drive technology and process enhancements.
• Maintain a strong Cast focus to inspire, engage, coach, develop, and mentor a diverse team.
• Identify operational opportunities and provide viable solutions.
• Strong partnering and collaboration with all lines of business; allow for continuous improvements for value added services.
• Responsible for coaching and developing Cast in all areas of performance, including metrics and behaviors related to the Cast experience. Coaching and development of Cast includes (but not limited to):
  • Listening to individual calls to provide feedback
  • Facilitation of discussions and regular team meetings related to operational/product updates and weekly/monthly achievement levels and goals
  • Conducting regular one on one meetings to provide ongoing development
  • Writing/conducting regular performance evaluations
• Provide honest, constructive feedback to peers, leaders and direct reports.

Basic Qualifications

• Proven Leadership, Management, Relationship and Technical abilities
• Strong communication and organization skills
• Strong analytical skills
• Demonstrated effective problem solving/process improvement skills to identify and resolve day-to-day operational opportunities and drive an exceptional level of service
• Ability to drive results and foster change amongst a tenured team of Cast Members

• Strong collaborator with partners across various disciplines

• Self-starter
• Ability to work independently to establish strategy and execute that strategy
• Able to balance competing priorities 
• Experience working within the Resort
• ~3 years of previous leadership experience
• Experience in a call center environment
• Ability to be flexible with work schedule, including weekends and holidays, providing 24/7 support to the team.
• Demonstrated computer proficiency within a Windows environment (including Microsoft Office 365 and SharePoint)

• Familiarity with MAXIMO, MAD, MS Flow, Business Objects, Symposium/AVAYA, VoIP system, Everbridge
• Able to quickly learn new computer systems and troubleshoot basic technical problems

• Demonstrated strong written communication/grammatical skills
• Demonstrated detail orientation, organization, prioritization and time management skills
• Demonstrated ability to meet and exceed performance goals
• Proven organizational and time management skills with attention to detail
• Demonstrated ability to work in a rapidly changing environment
• Demonstrated ability to hold self and others accountable

• Desired Traits: Independent thinker, persistent, patient, collaborator, personable, analytical

Preferred Qualifications

• Extensive knowledge of Disneyland Resort property
• Knowledge of the FOS organization
• Demonstrated strong networking skills
• Demonstrated coaching and leadership skills
• Demonstrated ability to manage conflict/resolution
• Project Management and/or Computer Technology experience

Required Education

• Bachelor’s degree or equivalent

Preferred Education

• Bachelor’s degree or equivalent