Job Posting Title:

Engineering Svcs Call Center Mgr

Req ID:

10108941

Job Description:

“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 feedbackFacilitation of discussions and regular team meetings related to operational/product updates and weekly/monthly achievement levels and goalsConducting regular one on one meetings to provide ongoing developmentWriting/conducting regular performance evaluationsProvide honest, constructive feedback to peers, leaders and direct reports.

Basic Qualifications

Proven Leadership, Management, Relationship and Technical abilitiesStrong communication and organization skillsStrong analytical skillsDemonstrated effective problem solving/process improvement skills to identify and resolve day-to-day operational opportunities and drive an exceptional level of serviceAbility to drive results and foster change amongst a tenured team of Cast MembersStrong collaborator with partners across various disciplinesSelf-starterAbility to work independently to establish strategy and execute that strategyAble to balance competing priorities Experience working within the Resort~3 years of previous leadership experienceExperience 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, EverbridgeAble to quickly learn new computer systems and troubleshoot basic technical problemsDemonstrated strong written communication/grammatical skillsDemonstrated detail orientation, organization, prioritization and time management skillsDemonstrated ability to meet and exceed performance goalsProven organizational and time management skills with attention to detailDemonstrated ability to work in a rapidly changing environmentDemonstrated ability to hold self and others accountableDesired Traits: Independent thinker, persistent, patient, collaborator, personable, analytical

Preferred Qualifications

Extensive knowledge of Disneyland Resort propertyKnowledge of the FOS organizationDemonstrated strong networking skillsDemonstrated coaching and leadership skillsDemonstrated ability to manage conflict/resolutionProject Management and/or Computer Technology experience

Required Education

Bachelor’s degree or equivalent

Preferred Education

Bachelor’s degree or equivalent

The hiring range for this position in California is $94,200.00-$126,200.00 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

Job Posting Segment:

FOS

Job Posting Primary Business:

Distribution Textile & Trans Svcs (DLR)

Primary Job Posting Category:

Facilities Management

Employment Type:

Full time

Primary City, State, Region, Postal Code:

Anaheim, CA, USA

Alternate City, State, Region, Postal Code:

Date Posted:

2025-01-06