Job Description

About the Role & Team:

“We make magic!” That’s our motto at Walt Disney Parks and Resorts, and it permeates everything we do. At Disney, you’ll help inspire that magic by enabling our teams to push the limits of entertainment and create the never-before-seen! Are you ready to join this team and make an impact?

The Guest Experience Manager for Disney’s Guest Services Call Center is a role focused on providing outstanding Guest service to a wide complement of Guests including onsite visitors, general questions regarding a vast variety of topics, and Walt Disney World Resort Hotels support. A successful Candidate will have a solve for yes demeanor and be a self-starter willing to lead in a 24/7 operation. This role will be schedule during 3rd shift. You will report to the Manager - Guest Service Call Center.

What You Will Do:

• Model Disney’s 5 Keys along with being a resource and problem solver for internal and external partners

• Demonstrate an understanding of the Disney brand to maintain the highest Guest service standards through excellent Cast Member performance

• Lead a “Live” answer contact center with a diverse and fast paced work environment spanning a wide variety of parks, resorts, and Disney related topics

• Provide inspirational leadership and accountability to 200 hourly union and non-union Cast Members. Communicate a compelling vision that encourages outstanding Guest Service

• Analyze intra-day performance to improve labor efficiency, stay within acceptable Key Performance Indicator parameters for speed to answer, call duration, and Cast Member efficiency

• Ensure an environment where Guest and Cast safety takes priority in decision making

• Continuously supervise Cast performance on calls, offering feedback and facilitating development while addressing any performance gaps

• Address problems and collaborate with peers and other partners on topics ranging from hotel stays and dining options to park tickets and Disney technology

• Anticipate business needs and adapt appropriately to achieve results

• Successfully develop and maintain relationships with internal and external partners through collaboration providing support, information, and research related to the Guest Service Call Center business

• Ensure the day-to-day operation of the Guest Services Call Center is performed at budget while maintaining quality standards and operating guidelines

Required Qualifications & Skills:

• 3+ years of experience as a successful operational leader

• Strong leadership and collaboration skills

• Walt Disney World knowledge, professional poise, and excellent Guest service recovery skills

• Strong professional communication skills; written and verbal

• Proven ability to lead with active listening skills focusing on conflict resolution while motivating Cast and peers

• Demonstrated flexibility and teamwork that will lend support to a 24/7 operation: including weekends and holidays

• Strong interpersonal skills and the ability to collaborate and connect with all levels of the Walt Disney World site, peer group, and management teams

• Quantitative and analytical reasoning skills along with high degree of comfort using technology

• Self-starter with ability to balance multiple priorities in a fast-paced environment and focus on solving for “Yes”

Preferred Qualifications:

• Contact Center experience

• Walt Disney World operational leadership experience

Education:

• High school Diploma or equivalent experience

Preferred Education:

• Bachelor’s Degree or equivalent experience

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