Call Center Manager

OVERVIEW

Ensure the delivery of the highest level of service and hospitality for the Guest Care Center guests served. Direct team members’ workflow and workload as well as handling complaints, requests, concerns, and other questions from guests. Develop programs, tools, processes, and people with the goal of enhancing our Guest Care Center employees' skills, performance, productivity, and quality of work. Schedule, monitor, measure, report, and provide feedback on the quality of interactions of Contact Center team members.

ROLES & RESPONSIBILITIES

• Determine call center operational strategies by conducting team member needs assessments, performance reviews, capacity analysis, and appropriate scheduling
• Maintain and improve operations by monitoring system performance; identifying and resolving problems within established parameters
• Accomplish call center human resource objectives by interviewing, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; overseeing policies and procedures
• Oversee guest requests for movie information, complaints/comments, ticket purchases, refunds, and social media guest replies
• Prepare call center performance reports by collecting, analyzing, and summarizing data and trends
• Maintain equipment; develop preventive maintenance procedures; communicates for needed repairs; evaluate and implement upgrades
• Maintain a professional atmosphere at all times and motivate the team by teaching the strategic importance of the contact center to the overall mission of Santikos Entertainment