Call Center Manager

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 EDUCATION & EXPERIENCE REQUIREMENTS High School diploma or equivalent required

Bachelor’s degree in a relevant field preferred5 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 requiredAAP/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.