Call Center Manager

OVERVIEWEnsure 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 & RESPONSIBILITIESDetermine call center operational strategies by conducting team member needs assessments, performance reviews, capacity analysis, and appropriate schedulingMaintain and improve operations by monitoring system performance; identifying and resolving problems within established parametersAccomplish call center human resource objectives by interviewing, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; overseeing policies and proceduresOversee guest requests for movie information, complaints/comments, ticket purchases, refunds, and social media guest repliesPrepare call center performance reports by collecting, analyzing, and summarizing data and trendsMaintain equipment; develop preventive maintenance procedures; communicates for needed repairs; evaluate and implement upgradesMaintain 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 EntertainmentEDUCATION & EXPERIENCE REQUIREMENTSHigh School diploma or equivalent requiredBachelor’s degree in a relevant field preferred5 years of proven call center leadership and management experience preferredSKILLS, ABILITIES, & KNOWLEDGEDemonstrated ability to lead independently, make sound operational decisions, and manage priorities in a timely manner with minimal supervisionExcellent customer service skills and strong leadership skillsAbility to pivot and adapt quickly while maintaining a calm and supportive environmentSolid understanding of reporting and data analysisProficiency in MS Office and call center equipment/software programsExcellent verbal and written communication skillsAbility to effectively coach team members to achieve a high level of guest serviceAbility to work as part of a teamProcess Improvement and problem-solving skillsChange Management Emphasizing ExcellenceAbility to work weekends and holidays as requiredAvailability to report to the Santikos Support Office for scheduled shifts, meetings, and other business needs; reliable transportation requiredAAP/EEO StatementSantikos Entertainment, Inc. is an equal opportunity employer. Santikos provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed service member status and any other characteristic protected under applicable federal, state or local law. #J-18808-Ljbffr