Call Center Supervisor

Job Duties

• Conduct Guest Experience shift meetings with employees, supervisors, and area supervisors*
• Maintain a clean work area including preparing and sweeping queue areas, work stations, walkways/paths are free of debris, and removal of trash when necessary*
• Communicate with supervisor(s) regarding staffing needs and coordinate a team member’s break schedule.
• Ensure employees are trained at their assigned location and have proper documentation
• Adhere to Guest Experience standard operating procedures and maintain proficiency in all forms of Galaxy, including Order Entry, Point of Sale, Contract, and Payment Plan options, as well as Guest Recovery Agent positions.
• Maintain, complete, and audit proper documentation, including Arrears reporting, opening/closing checklists, training checklists, phone order entry, season pass record entry, and inventory sheets
• Congduct the required amount of internal audits and quality assurance assessments
• Coach employees and administer disciplinary action when necessary
• Provide our guests with exceptional guest services, resolve all guest inquiries in a timely matter (including collaborating with other departments when needed), and adhere to department and company service expectations
• Initiate positive guest interactions both in person and on the phone, and maintain a thorough working knowledge of Hersheypark guest programs, including the accessibility program, and upsell applicable programs
• Assist with guest correspondence via email
• Perform other duties as assigned

Qualifications

• Must be 18 years of age or older on the date of applying
• Previous experience in a Call Center environment, hospitality, or guest services
• Must be proficient in the use of Google Workspace applications
• Must have strong conflict resolution and problem-solving skills
• Must be able to successfully attend and complete all department training requirements
• Must have the ability to effectively communicate verbally, including delivering safety instructions/directions, verbal cues, and speaking clearly into microphones and radios
• Must be comfortable with the use of electronic equipment and digital ticketing software
• Must have the ability to remain alert and vigilant at all times
• Must display a positive attitude, an eagerness to learn, and a professional image in compliance with Hershey Entertainment & Resorts guidelines
• Embody Hershey Entertainment & Resorts Company core values: Devoted to the Legacy, Selfless Spirit of Service, Team Focused, Respectful of Others