Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. Some remote opportunities are available within specific departments. There are also roles that require being on-site full time. You’ll learn more about this during the application process.

JOB SUMMARY: Supervise a team of Alternate Channel Agents at the Guest Contact Center (GCC), including Live Chat, Text, Email, Social Media and any additional non-traditional sales channels as identified. The primary focus will be the coaching and development of agents to achieve targeted guest satisfaction goals.

MAJOR RESPONSIBILITIES:

• Oversee the daily operation of the Alternate Channel Team. This includes monitoring team members and team statistics including Performance Productivity (chat, email and text volume, average handle time, adherence, aux 9) and Quality/Speech Analytics (Surveys, GSAT, NSP and GEM), to ensure that we are providing exemplary guest service. Provides ongoing coaching to the team on improving operational procedures and enhancing guest interaction and avoiding guest service issues. Reviews chat transcripts/email responses/social media replies, and provide bi-weekly, personalized feedback/coaching for each team member. Provide Alternate Channel analytics and statistics to leadership.
• Evaluate and conduct team member development plans and annual performance appraisals. Enforces UO and office policies and procedures. Responsible for disciplinary/corrective action in the event of policy or procedure violations. Works to resolve team member issues and to promote unity and good working relationships within the team and offers constructive feedback/coaching/learning opportunities, to assist/encourage team members looking to further their career within UO.
• Attends meetings and builds strong relationships with external and internal partners to expedite solutions for processes or systems issues. Stays current on Alternate Channel communication trends (email, social media, text, and chat), sharing important information with Team Members and Management on new information, procedural changes, and product information.
• Conduct/facilitate new hire training and on-boarding for all new hires on the Alternate Channel Team. Responsible to be well-versed in and knowledgeable of all products and services, procedures and policies and provides periodic awareness to team members through team meetings, individual coaching sessions and other venues as necessary. Act as Manager on Duty for the call center.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Performs other duties as assigned.

EDUCATION: Bachelor’s degree is preferred in English or Communications or equivalent work experience in Contact Center at a Supervisory or advance leadership role level.

EXPERIENCE: Minimum of 3+ years experience in Contact Centers, Guest Service, Supervisory, Live Chat, and Social Media experience in a travel or entertainment-based setting, including at least one - two years of immersive social media or live chat experience

ADDITIONAL INFORMATION: Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.

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