Supervisor, Support Services and Business Process Improvement

28 May 2024

Vacancy expired!

JOB SUMMARY: Responsible for the Supervision, development and oversight of the Guest Support Services (GSS) team within the Guest Contact Center.

The role includes Troubleshooting, escalating, and resolving problems, as well as generating and tracking trouble tickets (using the internal SharePoint site). The role is responsible for acting as a single point of contact for all technology-related issues at the GCC. Advanced troubleshooting for Guest Contact Center is related to new technology and product rollouts.

Utilizes relevant data collected from Support Team to in an effort to maximize overall efficiency within the call center by identifying training and process improvements. Acts as key participant/lead liaison on all IT-related projects.

MAJOR RESPONSIBILITIES:

  • Supervision of the GSS Support Team: Includes the selection, training, coaching, and development of the GSS team. Strong emphasis on process improvement and inter-departmental collaboration. In addition, oversees staffing needs and adjusts based on daily attrition.
  • Support Service Ops: Manages the technical support functions of the Guest Contact Center operation and searches for ways to streamline processes and reduce costs. Collects and analyzes relevant data captured in the GSS logs to determine training gaps and operational inefficiencies; uses data to collaborate with the rest of the GCC Leadership team to drive change and continuous improvement.
  • IT Liaison: Act as key point person for most IT-related projects, day-to-day operations, and long-term projects and enhancements. Active participant in key IT meetings, projects, and task forces to ensure call center is positioned to support ongoing growth, market changes, and channel nuances. This includes but is not limited to being current on the latest Call Center technology.
  • Acts as the vital point of contact for operational process changes between Guest Contact Center and other internal departments, such as Guest Communications, Guest Service, USH, and Finance.
  • Assists in troubleshooting sophisticated technological difficulties involving GCC technology upgrades, product rollouts and including promotional updates.
  • Helps resolve user authorization difficulties across a variety of platforms, including World Span, Trisept, Windows, Work From Home TM VPN access. .Assist users experiencing printing problems and escalate as needed.
  • 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:High school degree or GED is required. Associate’s degree (AA) and Bachelor’s degree are preferred.

EXPERIENCE:3+ years call center supervisory experience. Previous Project Management or Task Force Participation are key to success. Equivalent combination of education and experience; or equivalent combination of education and experience.

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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  • ID: #41461728
  • State: Florida Orlando 32885 Orlando USA
  • City: Orlando
  • Salary: TBD
  • Job type: Full Time
  • Showed: 2022-05-28
  • Deadline: 2022-07-18
  • Category: Admin/office