Employee Support Leader

Join the team at the Hersheypark Entertainment Complex, an award-winning property featuring Hersheypark amusement park, GIANT Center arena, Hersheypark Stadium, ZooAmerica North American Wildlife Park, and Hershey Theatre. Thrilling roller coasters, action-packed Hershey Bears hockey games, thrilling live entertainment, and one-of-a-kind events are a day in the life of our team members.

This position will assist full-time department managers in overseeing daily Employee Support functions focused on employee staffing, employee administration, and call center operations at the Hersheypark Entertainment Complex for the following departments: Attractions, Food & Beverage, Guest Experience, Games, Retail, Park Services, Employee Experience, Safety & Security, and Wardrobe. In this role, team members will be responsible for training, coaching, and supervising a team of up to 15 people during daily operations. This position will be a key leader within the team and serve in the capacity of a supervisor/manager on duty during many of the shifts. 

As a Part-Time Team Member, you will enjoy sweet perks like FREE admission and parking to Hersheypark, discounts on food & shopping, and more as soon as you receive your Employee ID!

Job Duties (Duties marked with an asterisk are essential functions of this job):

• Coordinate, oversee, and execute daily operations during shifts to ensure the team is following all approved SOPs (standard operating procedures), and provide department/operational managers and employees with exceptional service and timely responses

• Provide positive leadership and oversight to Employee Support operation team members, act in the capacity of a supervisor/manager on duty, and be able to adapt to changing needs and opportunities

• Oversee new employee onboarding process, utilizing our new hire process and providing continuous feedback to managers on employees

• Provide oversight in handling a high volume of in-coming and out-going phone calls as well as greeting and assisting employees, parents, and department managers as it pertains to their employment, availability, and schedules

• Provide training and coaching to team members utilizing scheduling and timekeeping software (UKG Workforce Management ) to ensure all procedures and processes are followed, ultimately ensuring employees are scheduled and paid correctly

• Identify, evaluate, and resolve employee schedule and attendance opportunities by using past practice and approved guidelines 

• Provide leadership and assist front office team in diffusing challenges with team members and find positive outcomes for all involved

• Oversee the creation of daily staffing reports, which involves pulling information from scheduling systems and internal databases and sorting information within Microsoft Excel prior to disseminating the sheets to department managers

• Assist with the coordination of supplemental staffing programs such as volunteer programs and temporary staffing services

• Coordinate and facilitate interview sessions by maintaining accountability of all new hire information to ensure effective hiring practices and onboarding processes and participate in recruitment opportunities

• Perform other duties as assigned

Qualifications:

• Must be 18 years of age or older on the date of applying

• Minimum of three (3) years of supervisory experience

Knowledge, Skills, and Abilities:

• Experience working in a professional office setting is preferred

• Experience onboarding and training new employees is preferred

• Must be proficient in the use of Microsoft Office and Google Workspace applications, including Excel and Word

• Must have proven excellent verbal and written communication skills

• Must be able to work independently and be self-motivated to perform all aspects of the job at all times

• Must be detail-oriented with proven organizational skills

• Must be friendly, upbeat, work well with other employees and be able to interact with guests

• Must display a positive attitude, eagerness to learn, and professional image in compliance with Hershey Entertainment & Resorts guidelines

• Must have the abili