Sr Manager - Contact Center Operations

The Sr. Manager, Contact Center Operations – S.E. Asia is responsible for the strategic planning and execution of all call center operations.  This leader will serve as the primary liaison, responsible for maintaining and enhancing the relationship between Disney Cruise Line and our Business Process Outsourcing (BPO) in Southeast Asia. In this critical role the Sr. Manager will oversee a high-volume call center; providing indirect supervisory support to a team of leaders responsible for integration, communications, quality assurance, training and labor; working with our BPO partner to meet sales and service goals, and drive performance expectations and accountability to ensure they are met or exceeded.  He/She influences internal and external executive stakeholders and is accountable for the implementation of new initiatives.  In addition, this leader analyzes key metrics and trends and works with our partners to  maximize business efficiencies and results, improve processes, and ensure resources are properly allocated and consistency amongst teams is maintained.  
 
RESPONSIBILITIES:

• Foster and nurture a strong and collaborative partnership with the BPO, acting as the central point of contact and ensuring effective communication and alignment.
• Oversee the operation of a high-volume call center ensuring sales and service goals are met or exceeded.
• Continuously assess the BPO’s performance to identify areas for improvement and work with internal and external partners to implement 
• Formulate and determine strategic direction for the operation and key business initiatives by creating and articulating a clear and concise vision. 
• Inform and influence internal and external executive stakeholders and provide recommendations to maximize revenue and increase Guest satisfaction.
• Easily shift between strategy, implementation  and operations, ensuring smooth and successful transition. 
• Maintain mastery and command of industry practices and business policies.
• Understand key metrics and trends to maximize business efficiencies, improve processes, ensure resources are properly allocated and drive consistency amongst teams.
• Drive results in a metric-driven environment ensuring performance expectations are met or exceeded.
• Provides indirect supervisory support for local team and BPO partners including identifying performance gaps and determining appropriate solutions if needed. May train, mentor and guide others.
• Proactively utilize critical thinking skills to make strategic decisions and perform time-sensitive actions to ensure the Cast, Guest and Business are considered.
• Provide clear, concise and consistent communication on the business’ direction and lead change. 
• Collaborate and build credibility with key partners to ensure alignment, consistency and best practices are shared.
• Leverage multiple software applications to effectively research, support and manage a team. 
• Protect Guest security by handling sensitive Guest information with the highest level of integrity. 

 
BASIC QUALIFICATIONS:

• Ability to learn and retain a significant level of knowledge of multiple lines of business, products and policies.
• Proven experience creating clear and consistent strategies and direction, with a talent for planning and development of an evolving area.
• Ability to shift from strategy to implementation, with proven experience implementing new initiatives.
• Ability to research and analyze key metrics to maximize business efficiencies.
• Motivated self-starter who takes independent action to hold self, Leaders and business partners accountable in a metric-driven environment to drive revenue, manage costs, and deliver on expected sales and service goals.
• Ability to provide coaching and feedback to Leaders, including monitoring performance, analyzing gaps and identifying solutions.  
• Ability to work closely with BPO to define goals, ensuring they are met or exceeded. Take proactive measures to address any performance gaps and identify solutions and improvements, working with the BPO to implement and evaluate.
• Process-centric thinking, strong organizational skills, time management skills, attention to detail, and ability to recognize process improvement opportunities.
• Ability to brainstorm and effectively share thoughtful opinions that take a product/experience from good to great.
• Clearly communicate key information to Cast Members at all levels of the organization, both verbally and in writing with proven experience in developing and facilitating presentations.
• Strong partnering, influencing and relationship-building skills.
• Ability to lead and thrive in a dynamic, ever-changing call center environment and maintain professional composure and demonstrate good judgement while handling a multitude of tasks and difficult situations. 
• Problem solving and decision-making skills.
• Ability to manage, lead and build a team of diverse Cast Members and Leaders while maintaining relationships with the BPO
• Computer proficiency and ability to work in multiple software applications. 
• Ability to be flexible with work schedule, including weekends, early and late meetings, variable shifts and holidays to support the operation.  Travel required. 
• Bachelor’s degree or work equivalent.

PREFERRED QUALIFICATIONS:

• Working knowledge of cruise industry, travel agency community and/or the Disney Cruise Line Product.
• Prior call center leadership experience.
• Proven experience with call center metrics, call routing, call monitoring and/or ACD administration.
• Bilingual, Multilingual.

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. We are committed to building a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.