Call Center Manager Hybrid

• Santikos Corp Office - San Antonio, TX 78249 Apply Overview Position Type Full Time Apply Description

OVERVIEW

Ensure the delivery of the highest level of service and hospitality for the Guest Care Center guests served. Direct team members' workflow and workload as well as handling complaints, requests, concerns, and other questions from guests. Develop programs, tools, processes, and people with the goal of enhancing our Guest Care Center employees' skills, performance, productivity, and quality of work. Schedule, monitor, measure, report, and provide feedback on the quality of interactions of Contact Center team members.

ROLES & RESPONSIBILITIES

Determine call center operational strategies by conducting team member needs assessments, performance reviews, capacity analysis, and appropriate scheduling Maintain and improve operations by monitoring system performance; identifying and resolving problems within established parameters Accomplish call center human resource objectives by interviewing, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; overseeing policies and procedures Oversee guest requests for movie information, complaints/comments, ticket purchases, refunds, and social media guest replies Prepare call center performance reports by collecting, analyzing, and summarizing data and trends Maintain equipment; develop preventive maintenance procedures; communicates for needed repairs; evaluate and implement upgrades Maintain a professional atmosphere at all times and motivate the team by teaching the strategic importance of the contact center to the overall mission of Santikos Entertainment Qualifications

EDUCATION & EXPERIENCE REQUIREMENTS

High School diploma or equivalent required Bachelor's degree in a relevant field preferred 5 years of proven call center leadership and management experience preferred

SKILLS, ABILITIES, & KNOWLEDGE

Demonstrated ability to lead independently, make sound operational decisions, and manage priorities in a timely manner with minimal supervision Excellent customer service skills and strong leadership skills Ability to pivot and adapt quickly while maintaining a calm and supportive environment Solid understanding of reporting and data analysis Proficiency in MS Office and call center equipment/software programs Excellent verbal and written communication skills Ability to effectively coach team members to achieve a high level of guest service Ability to work as part of a team Process Improvement and problem-solving skills Change Management Emphasizing Excellence Ability to work weekends and holidays as required Availability to report to the Santikos Support Office for scheduled shifts , meetings, and other business needs; reliable transportation required AAP/EEO Statement Santikos Entertainment, Inc. is an equal opportunity employer. Santikos provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed service member status and any other characteristic protected under applicable federal, state or local law. Share job details to