Sales and Service Center Manager - Dollywood Parks & Resorts - Exempt - HERSCHEND FAMILY ENTERTAINMENT CORPORATION

Description

At Dollywood Parks & Resorts, we create memories worth repeating. We do this every day across all properties, all located in the Great Smoky Mountains of East Tennessee. Ask anyone who has visited Dollywood Parks & Resorts, and they will tell you this place is different. It’s not a difference that you can touch or see - it’s a difference you can feel. We are seeking a Sales and Service Contact Center Manager who will embody the heart and soul of our mission of creating memories worth repeating while bringing families closer together and caring deeply about our brand. This person also brings a spirit of fun, authenticity, collaboration, creativity and genuine hospitality to the lives of our guests.

We want to work alongside someone who acts as an extension of our mission, values, and culture. This individual is driven to create meaningful experiences for our hosts, guests, and community while ensuring the success and profitability of our unique offerings. They also bring fun, authenticity, collaboration, creativity, and genuine hospitality to their life and work. We seek an individual who can bring the vision of the resorts to life. The right Sales and Service Contact Center Manager checklist will include equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator.

The Sales and Service Contact Center Manager position exists to supervise and motivate Sales and Service Center Customer Service Representatives (CSRs) and ensure consistent communication and adherence to established key performance indicators, while supporting all aspects of the Sales and Service Center Senior operations.

Additionally, the ideal candidate will be able display and live out Lead with Love qualities, strongly rooted in the Dollywood Company culture, by being patient, kind, trusting, unselfish, truthful, forgiving, dedicated and accountable.

Summary of Essential Functions and Responsibilities

• Monitor department performance daily, weekly and monthly to ensure compliance with key performance indicators.
• Monitor and communicate employee performance on a regular basis to support employee development. Including recognition and discipline when necessary.
• Employee and department report generation.
• Manage and understand contact center software to increase guest satisfaction and encourage consumer self-service.
• Work closely with partners at entertainment properties.
• Work with the Analytics Manager to support revenue and system information.
• Work with Sales Audit, Front Gate, Front Desk and Lodging Ticket staff to ensure alignment.
• Manage accuracy of responses with proper use of materials and technology.
• Interview and select new hires working with human resources.
• Work with the Training department to assist in recruiting and developing current staff.
• Complete annual reviews and communicate with hosts.
• Support Senior manager with day-to-day operations and special projects within the organization.
• Supervise direct reports
• Generate and analyze reports

Education and Experience Required

• Bachelor’s degree preferred
• Previous lodging/hospitality experience
• Minimum of 5 years contact center experience preferably in a sales/Hospitality environment required
• Minimum of two years’ experience leading a team of twenty or more required
• Resolving high level guest complaints
• Microsoft office products required
• Contact center CCaas multi-channel experience required
• Ability to work flexible shifts when needed to support operational needs including nights, weekends and holidays
• Must pass a background check

Knowledge, Skills, and Abilities

• Able to make a friendly impression when speaking to or corresponding with guests, vendors, and other employees
• Must reflect Dollywood’s image by being genuinely friendly and caring and by taking pride in work
• Must be self-motivated and disciplined
• Must be able to prioritize and complete work assignments on a timely basis
• Must maintain strict confidentiality and judgment regarding privileged information
• Must be committed to continuous improvement
• Must maintain a professional appearance with good personal hygiene
• Must promote and support a “team” work environment by cooperating and helping co-workers
• Must be productive in a fast-paced, dynamic environment
• Must maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidays
• Must be sensitive to the needs of our Guests and feel empowered to act to meet their needs within company guidelines
• Must be able to utilize effective communication, problem solving, conflict management and interpersonal skills
• Must show appreciation of others
• Able to get along with other employees to work out problems and resolve conflicts
• Able to comprehend instructions and retain information
• Able to perform duties consistently with creating a safe and secure environment for hosts and guests
• Able to be flexible and handle frequent changes in priorities
• Able to communicate effectively using standard English grammar and punctuation
• Able to meet the physical demands of the job
• Able to be subjected to periodic random drug screening as outlined by company policy
• Able to speak clearly to communicate by telephone
• Good written and verbal communication skills; must be able to write reports with clear and concise wording
• Strong organizational skills to be able to coordinate multiple tasks and rapidly shifting priorities
• Able to lift up to 25 pounds

The Dollywood Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. The Dollywood Company drives a welcoming culture where ideas and decisions from all people support our efforts to be relevant in an ever-changing world.

Qualifications