Engineering Svcs Call Center Mgr

工作 ID 10108941 地點安那罕, 加利福尼亚州, 美國 有意工作的公司 Disneyland Resort 日期已公佈 Jan. 06, 2025

申請

工作概要:

“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 feedback
- Facilitation of discussions and regular team meetings related to operational/product updates and weekly/monthly achievement levels and goals
- Conducting regular one on one meetings to provide ongoing development
- Writing/conducting regular performance evaluations
Provide honest, constructive feedback to peers, leaders and direct reports.

Basic Qualifications

Proven Leadership, Management, Relationship and Technical abilities
Strong communication and organization skills
Strong analytical skills
Demonstrated effective problem solving/process improvement skills to identify and resolve day-to-day operational opportunities and drive an exceptional level of service
Ability to drive results and foster change amongst a tenured team of Cast Members

Strong collaborator with partners across various disciplines

Self-starter
Ability to work independently to establish strategy and execute that strategy
Able to balance competing priorities
Experience working within the Resort
~3 years of previous leadership experience
Experience 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, Everbridge
Able to quickly learn new computer systems and troubleshoot basic technical problems

Demonstrated strong written communication/grammatical skills
Demonstrated detail orientation, organization, prioritization and time management skills
Demonstrated ability to meet and exceed performance goals
Proven organizational and time management skills with attention to detail
Demonstrated ability to work in a rapidly changing environment
Demonstrated ability to hold self and others accountable

Desired Traits: Independent thinker, persistent, patient, collaborator, personable, analytical

Preferred Qualifications

Extensive knowledge of Disneyland Resort property
Knowledge of the FOS organization
Demonstrated strong networking skills
Demonstrated coaching and leadership skills
Demonstrated ability to manage conflict/resolution
Project 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.

申請

關於Disneyland Resort:

當時，Walt Disney 在 1955 年 7 月 17 日為 Disneyland 開幕，他表示它能夠成為「全世界的歡樂和靈感來源」。自那以後，Disneyland Resort 接待了超過 8 億位客人，擴展至大約 500 英畝，涉及方方面面，成為世界級的家庭度假勝地，擁有兩個知名的 Disney 主題公園、三間酒店和令人興奮的購物，名為 Downtown Disney District。組合創造力、技術和創新，度假村將講故事帶到新高度，每天和 Disneyland Resort 演藝人員為成千上萬位客人帶來 Disney 的神奇魔力。

關於 The Walt Disney Company:

Walt Disney Company 連同其子公司和聯營公司，是領先的多元化國際家庭娛樂和媒體企業，其業務主要涉及三個範疇：Disney Entertainment、ESPN 及 Disney Experiences。Disney 在 1920 年代的起步之初，只是一間卡通工作室，至今已成為娛樂界的翹楚，並昂然堅守傳承，繼續為家庭中每位成員創造世界一流的故事與體驗。Disney 的故事、人物與體驗傳遍世界每個角落，深入人心。我們在 40 多個國家/地區營運業務，僱員及演藝人員攜手協力，創造全球和當地人們都珍愛的娛樂體驗。

這個職位隸屬於 Walt Disney Parks and Resorts U.S., Inc.，其所屬的業務部門是 Disneyland Resort。

Walt Disney Parks and Resorts U.S., Inc. 是提供平等就業機會的僱主。求職者都會獲得聘僱考量的機會，不分種族、宗教、膚色、生理性別、性傾向、社會性別、性別認同、性別表達、原國籍、血統、年齡、婚姻狀態、軍人或退伍軍人身份、醫療狀況、遺傳資訊或殘疾狀況、或者聯邦、州級或地方法律所禁止的其他任何基本特徵。Disney 提倡讓所有人的想法和決策都有助我們發展、創新、創造最好故事的商業環境，並與瞬息萬變的世界息息相關。

就業申請的殘疾便利安排

The Walt Disney Company 及其聯營公司是推動平等就業機會的僱主，歡迎所有求職者，包括殘疾人士及殘疾退伍軍人。如你是殘疾人士，並需要合理便利安排以搜尋職位空缺或申請職位，請將要求發送至Candidate.Accommodations@Disney.com。本電郵地址不擬用於一般僱傭查詢或通訊。我們只會回應與網上申請系統殘疾人士無障礙功能相關的要求。

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