Temporary Contact Center Floor Support, Animatronics

Responsibilities

• Contact Center Floor Support role provides real-time guidance and operational coverage within the call center to ensure exceptional guest service and workflow efficiency.
• This position is responsible for monitoring the queue, supporting associates with escalated or complex calls, addressing guest feedback on the floor, and maintaining service levels during associate breaks and lunches.
• Monitor the call center queue to ensure timely guest support and balanced call distribution
• Walk the floor to address guest feedback and provide in-the-moment coaching
• Cover associate breaks and lunches to maintain consistent service levels
• Guide associates through complex or escalated calls in real time
• Troubleshoot and resolve Animatronic and ISE issues for guests and stores
• Support store and field teams with Animatronic and ISE setup
• Ensure all guest interactions are properly documented and resolved within service standards
• Collaborate with internal teams to report product concerns and track resolutions
• Use dashboards and tools to monitor key metrics across all support channels
• Share performance trends and insights with leadership
• Communicate updates, procedural changes, and product information clearly to the team
• Stay informed on current products and support resources

Qualifications

• A high school diploma or general education degree (GED)
• One to three months related experience and/or training
• Or equivalent combination of education and experience
• Proficient in Microsoft Suite to include Word, Excel, and Outlook
• Excellent written and verbal communication skills
• Strong organizational and time management skills
• Ability to manage and provide support to other associates