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Supervise all aspects of the Resort Call Center, ensuring staff adherence to policies and procedures while maximizing guest service and divisional revenue.
Responsibilities:
- Ensure daily supervisor responsibilities are completed each day.
- Supervise the training of seasonal/part-time agents who book for five Cedar Point properties.
- Prepare agents to answer park information and operator line for Cedar Point.
- Oversee the observation of agent phone calls and online chats for training purposes.
- Resolve escalated calls from guests with concerns or complaints.
- Review concerns or complaints with the agent to ensure guests are receiving proper service and information.
- Monitor daily staffing levels and make adjustments accordingly.
- Supervise the daily operation of the call center which include up to 50 agents.
- Liaison for hiring.
- Assist with incoming phone calls or chats as needed.
Qualifications:
- High School Diploma/GED
- 2-4 years of related experience in a leadership role
- Ability to prioritize tasks
- Calm demeanor with strong verbal and written communication
- Ability to train and motivate employees
- Strong time management skills
- Strong customer service skills
- Ability to effectively use Microsoft Office products such as Word and Excel
- Ability to work nights, weekends and holiday periods to meet business needs
- Ability to pass a mandatory (or random) drug test, per Company policy, unless prohibited by state or provincial law
- Ability to pass a background check, if 18 years of age or older, which may include, but is not limited to, credit, criminal, DMV, previous employment, education and personal references, per Company policy, unless prohibited by federal, state, or provincial law
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