Call Center Supervisor

Job Duties: (Duties marked with an asterisk are essential functions of this job): 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* Conduct 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 Knowledge, Skills, and Abilities: 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 Must have the ability to safeguard confidential information Embody Hershey Entertainment & Resorts Company core values: Devoted to the Legacy, Selfless Spirit of Service, Team Focused, Respectful of Others Job Demands: Must be able to work flexible hours, including mornings, evenings, weekends, and holidays, as well as maintain three (3) days of operational availability, Memorial Day - Labor Day. Must be able to maintain at least one (1) weekend day (Friday-Sunday) Labor Day through the beginning of November Physical requirements include sitting for periods up to five (5) hours at a time, walking, bending, climbing stairs, and lifting up to twenty (20) pounds without assistance Must be able to work in a combination of indoor and outdoor weather conditions. Employees are subject to a variety of weather conditions, including but not limited to: extreme heat, sun exposure, cold, and inclement weather. This job requires the visual ability to perform detailed work at close distances (computer screens, tickets, printed papers) Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Hershey Entertainment and Resorts is an Equal Opportunity Employer Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.