Every day at Disney Cruise Line we take pride in bringing the magic of Disney to life. We find joy in creating cherished memories and form genuine connections with our guests. We hold each other to the highest degree and always act responsibly while ensuring the safety of fellow cast, crew and guests. United by our Disney values, we work toward excellence in all we do. As a part of our team, you can work in a diverse and inclusive environment amidst a professional and supportive community. If you are ready to create unforgettable experiences and grow as a person and as a professional, apply today.

　　The Sr. Manager-Sales and Service is responsible for the strategic planning and execution of all contact center operations. This leader will lead leaders of leaders in overseeing a high-volume contact center; providing feedback, coaching, and development; meeting sales and service goals, and driving performance expectations and accountability to ensure they are met or exceeded. He/She influences executive stakeholders and is accountable for the implementation of new initiatives. In addition, this leader analyzes key metrics and trends and employs them to maximize business efficiencies and results, improve processes, and ensure resources are properly allocated and consistency amongst teams is maintained.

　　The Sr. Manager-Sales and Service is responsible for effectively making strategic decisions, performing time-sensitive actions, leading change and communicating key information to multiple business partners at all levels of the organization, collaborating to ensure alignment, consistency and sharing of best practices.

　　RESPONSIBILITIES:

　　Oversees the operation of a high-volume contact center, consisting of 400+ salaried leaders and office and technical Cast Members, ensuring sales and service goals are met or exceeded.

　　Formulate and determine strategic direction for the operation and key business initiatives by creating and articulating a clear and concise vision.

　　Inform and influence executive stakeholders and provide recommendations to maximize revenue and increase Guest satisfaction.

　　Easily shift from strategy to implementation and ensure smooth and successful transition.

　　Maintain mastery and command of industry practices and business policies.

　　Understand key metrics and trends to maximize business efficiencies, improve processes, ensure resources are properly allocated and drive consistency amongst teams.

　　Drive results in a metric-driven environment ensuring performance expectations are met or exceeded.

　　Monitor Leaders’ ongoing performance, provide feedback, coaching, and career development, identify any performance gaps and determine appropriate solutions if needed.

　　Proactively utilize critical thinking skills to make strategic decisions and perform time-sensitive actions to ensure the Cast, Guest and Business are considered.

　　Provide clear, concise and consistent communication on the business’ direction and lead change.

　　Collaborate and build credibility with key partners to ensure alignment, consistency and best practices are shared.

　　Lead with flexible, inspirational leadership and realistic optimism to create an engaging climate, empowering a diverse team of Cast Members in a rapidly, ever changing contact center and support environment.

　　Leverage multiple software applications to effectively research, support and manage a team.

　　Protect Guest security by handling sensitive Guest information with the highest level of integrity.

　　BASIC QUALIFICATIONS:

　　Ability to learn and retain a significant level of knowledge of multiple lines of business, products and policies.

　　Proven experience creating clear and consistent strategies and direction, with a talent for planning and development of an evolving area.

　　Ability to shift from strategy to implementation, with proven experience implementing new initiatives.

　　Ability to research and analyze key metrics to maximize business efficiencies.

　　Motivated self-starter who takes independent action to hold self and Leaders accountable in a metric-driven environment to drive revenue, manage costs, and deliver on expected sales and service goals.

　　Ability to provide coaching and feedback to Leaders, including monitoring performance, analyzing gaps and identifying solutions.

　　Process-centric thinking, strong organizational skills, time management skills, attention to detail, and ability to recognize process improvement opportunities.

　　Ability to brainstorm and effectively share thoughtful opinions that take a product/experience from good to great.

　　Clearly communicate key information to Cast Members at all levels of the organization, both verbally and in writing with proven experience in developing and facilitating presentations.

　　Strong partnering, influencing and relationship-building skills.

　　Ability to lead and thrive in a dynamic, ever-changing contact center environment and maintain professional composure and demonstrate good judgement while handling a multitude of tasks and difficult situations.

　　Problem solving and decision-making skills.

　　Ability to manage, lead and build a large team of diverse Cast Members and Leaders.

　　Computer proficiency and ability to work in multiple software applications.

　　Ability to be flexible with work schedule, including weekends, variable shifts and holidays to support an 18/7 operation. Some travel required.

　　PREFERRED QUALIFICATIONS:

　　Working knowledge of cruise industry, travel agency community and/or the Disney Cruise Line Product.

　　Prior call center leadership experience.

　　Proven experience with call center metrics, call routing, call monitoring and/or ACD administration.

　　Bilingual, Multilingual.

　　REQUIRED EDUCATION:

　　Bachelor’s degree or work equivalent.#DCLPJ

　　Job ID: 10077022

　　Location: Celebration,Florida

　　Job Posting Company: Disney Parks, Experiences and Products

　　The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email [email protected] with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.