SAE Supervisor, Guest Contact Center

Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. There are also roles that require being on-site full time. Limited remote opportunities may be available within specific departments. You’ll learn more about this during the recruitment process.

JOB SUMMARY:

This position is responsible for the indirect day-to-day supervision and coordination of all hourly contact center Team Members. This role will be directly responsible for the ongoing coaching, mentoring, and development plans for hourly Team Members. This position will also collaborate with multiple peers within the contact center as well as various levels of leadership from Parkside operations. The focus of these relationships to ensure we are delivering a seamless guest experience. The Supervisor will also be responsible for monitoring both Sales and Guest Service results, implementing goals, and a focus on coaching and developing the Sales and Guest Service Team Members through their professional career.

MAJOR RESPONSIBILITIES:

• Increase revenue generation and product retention of assigned Sales Counselors within the Guest Contact Center via ongoing documented coaching sessions, skills development, goal setting and development/assignment of performance plans as required.
• Drive a superior Guest Experience from the initial point of contact to departure by completing the following: complete Call Monitor Observations, review Guest Sentiment as well as After Call Survey results and analyze data development of Team Member action plan based on trends.
• Support overall Contact Center operational efficiencies by completing the following action steps: regular monitoring and tracking of standard contact Key Performance Metrics, Adherence, Talk Time, Utilization, Attendance Management, and holding Team Members accountable for substandard performance. Collaboration with intra/inter-office departments and business partners to promote a healthy organization.
• Participate in and manage various Team Member Satisfaction initiatives/events. Promote ongoing Team Member and Self-Development. Recognize Team Members for outstanding performance and goal achievement on an ongoing basis.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established policy, procedures, training and team member involvement activities.
• Perform other duties as assigned.

EDUCATION:

• Associate’s Degree in business or related field required.
• Bachelor’s degree preferred.

EXPERIENCE:

• 2+ Years Call Center or Travel Agency experience; as well as prior Supervisory experience; specifically leadership of sales team with proven ability to deliver balanced sales and service results.

ADDITIONAL INFORMATION:

• Must have ability to work weekends, nights and Holidays up to 12am.

 

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.

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