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Call Center Supervisor
Six Flags Entertainment Corporation
San Antonio, TX, United States
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Job Description
Seasonal Job Opening
Call Center Supervisor
Job Summary:
Six Flags Fiesta Texas is seeking an energetic individual to heighten our guest service team through the delivery of next level service and safety. This person will be expected to drive the call center experience by focusing on helping call center team build necessary skills and knowledge so they can better support guests. They will also work in various aspects of admissions as needed.
Specific Duties and Responsibilities:
Manages inbound and outbound calls.
Respond to guest's request for a supervisor via phone, email, and web chat applications.
Coach, train, and motivate team members and evaluate their performance.
Hiring, training, and preparing call center representatives to respond to guest questions and complaints and troubleshoot problems with services or products.
Ensuring team members understand and comply with all call center objectives, performance standards, and policies.
Answering team member questions regarding best practices or difficult calls.
Identifying operational issues and suggesting possible improvements.
Monitoring and evaluating team member performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
Maintain an in-depth knowledge of Six Flags Fiesta Texas pricing, product and promotions.
Displays a calm and attentive approach in solving problems and handling difficult situations.
Oversees scheduling and setup of VIP tours.
Manages Lost & Found.
Provide accurate information to Guests regarding all activities inside the Park.
Keeps equipment operational by following established procedures and reporting malfunctions.
Maintain and manage a positive work environment by interacting in a professional and polite manner with guests, co-workers as well as management.
The Ideal Candidate Must Possess:
High school diploma required, college coursework preferred.
Previous customer service or call center leadership experience preferred.
Strong communication skills, both oral and written, in addition to organizational, administrative, and public relations skills.
Bilingual in English and Spanish helpful, but not required.
Must be able to work in a fast-paced atmosphere and handle stress.
Self-starter with the ability to anticipate and manage multiple projects of varied priority through planning, execution, and follow up.
Guest focus and adaptability to different personality types
Ability to multi-task, set priorities and manage time effectively
Ability to remain calm and courteous under pressure and navigate tense situations.
A strong sense of teamwork and a positive attitude.
Available to work flexible hours and varied shifts including weekends, and holidays.
EQUAL OPPORTUNITY EMPLOYER SIX FLAGS SUPPORTS A DRUG FREE WORKPLACE