Manager, Contact Center Operations

SeaWorld is a world-renowned leader in the themed-park and entertainment industry. Our success is built on a passion for caring for animals and a dedication to delivering positive memorable experiences to people from around the world. Were also committed to helping ambitious people achieve their professional best. Were always seeking exceptionally skilled and knowledgeable individuals to join our team.

What you get to do:
As Manager Contact Center Operations youll take on a variety of responsibilities to ensure we are consistently providing unparalleled service to our valued guests.

• Provide exceptional professional guest service in a team environment
• Communicate professionally and effectively with Ambassadors Vendors and our Guests
• Oversees day to day management of the Contact Center operation to ensure all KPIs are met
• Works with senior leadership team to ensure strategic direction is in line with our companies objectives
• Interacts daily with internal departments of SeaWorld Entertainment improve sales and guest service
• Ensure accurate reporting to senior management
• Creates comprehensive monthly and quarterly contact center reporting including but not limited to interaction activity call volumes and consumer trends
• Strong collaboration skill across a diverse cross functional team in a fast paced rapidly changing organization

What it takes to succeed:

• Marketing Business Administration Degree or equivalent experience
• Demonstrate the ability to work well with others using tact and diplomacy
• Excellent oral and written communication skills
• Exceptional computer skills including MS Office suite
• Strong analytical skills with call center reporting
• Ability to prioritize analyze work independently and complete tasks with tenacity and attention to detail.
• Ability to collaborate communicate present and demonstrate value across disciplines and groups
• Confident ability to multi-task in an on deadline environment
• Expertise in managing by KPIs proven results in increasing customer loyalty and advocacy
• Interest in an environment of employee development mentoring and coaching

The perks of the position:

• Paid Time Off
• Complimentary Park Tickets and Passes
• Park Discounts on Food and Merchandise
• Medical Dental and Vision Insurance
• 401K Retirement plan
• Voluntary Insurance
• Life Insurance
• Disability Benefits
• Tuition Reimbursement
• Dependent and Health Care Flexible Spending Accounts
• Employee Assistance Program
• Legal Assistance Plan

EEO Employer:

SEAWORLD PARKS & ENTERTAINMENT IS AN EQUAL OPPORTUNITY EMPLOYER. ALL APPLICANTS WILL BE CONSIDERED WITHOUT REGARD TO AGE RACE COLOR RELIGION SEX NATIONAL ORIGIN SEXUAL ORIENTATION PREGNANCY GENDER IDENTITY OR EXPRESSION DISABILITY OR COVERED VETERAN STATUS.