Details for Position: ORL- SRMD

Senior Manager on Duty

Location: Orlando

 

Entertainment Benefits Group (EBG) is one of the fastest growing e-commerce companies in the country that specializes in live entertainment and travel. EBG generates millions of transactions annually by merchandising thousands of attractions and activities, live entertainment, hotel rooms, and other products and services through private, membership-based programs and other direct distribution channels.  

EBG powers a robust portfolio of technology solutions and operates a network of membership-based websites reaching a captive audience, providing leading brands with incremental distribution opportunities. EBG owns and operates the largest travel and entertainment benefits program in the country—serving over 40,000 corporate clients and reaching more than 50 million employees through its Corporate Perks Programs.  We are proud to be the largest sales partner for many of the major theme parks, attractions, entertainment producers, and other travel organizations in the country.

EBG is headquartered in Aventura FL (Miami area), with offices in New York, Las Vegas, Orlando, Connecticut, and Los Angeles.

The Senior Manager on Duty, Operations will be responsible in leading and directing the Operational department management team after 5PM and on weekends. The Senior Manger on Durty will assist with escalated customer service disruptions, ensuring that the department provides exemplary service while meeting the needs of customers.  In addition, the Senior Manager on Duty will be responsible for Facility Security and Emergency Management in Support of all EBG employees that are scheduled in the night and weekend hours. The Senior Manager on Duty of Operations will be dedicated in providing exemplary leadership with a passion to drive product knowledge, Brand integrity and agent retention in Customer Operations. Includes night time and weekend support of all Customer Operations Projects and Initiatives including Quality, Training and Knowledge enhancement.

The Senior Manager on Duty will encourage a positive and conducive work environment. They will address any issues pertaining job performance that could negatively impact the reputation of EBG in real time, documenting these incidents as required.  The focus of the department is to create loyalty to all EBG brands while delivering exemplary service to our guests.

 

Duties and Responsibilities

  • Be able to communicate efficiently and effectively with subordinates, co-workers and with the general public, in both verbal and written formats.
  • Oversee the Customer Operations Department while being accountable for its’ overall performance during the evening and weekend hours.
  • Act as Facilities lead during the evening and weekend hours, interfacing with various Service vendors (plumbing, elevators, electrical, exterminators, etc.) if need arises.
  • Act as primary point of contact for Facility Security issues during the evening and weekend hours.  If emergencies arise that require the assistance of local authorities (Police, Fire, EMT), the Senior Manager on Duty will take the lead role in assuring departmental procedures are followed.
  • Ability to audit various systems and methods used in the department to ensure quality service is being delivered. Such systems or methods include, but are not limited to POS, Jira, Email, LiveChat, Voice Recording System/ShoreTel, EBG'S ADMIN System, etc.
  • Provide leadership support to Managers in Customer Care, Call Center and Ticket Processing and Support departments, as needed.
  • Answer guest escalated calls, e-mails, and LiveChat communication when necessary.
  • Professionally engages and interacts with customers, employees and other departments presenting a friendly, approachable demeanor and a willingness to serve.
  • Responsible for enhancing the customer experience and building loyalty through strategic plans to ensure customer satisfaction.
  • Provide feedback and coaching for Operational Managers and other opportunities when presented.
  • Support Workforce Management Team during evening and weekend hours, in partnership with the Sr. Workforce Manager.
  • Create a fun and positive work environment.  Take project leadership of Fun Committee events during the evening and weekend hours.  

 

Qualifications

  • Must be a confident, energetic team member who will function as a key player in the department and promote a positive work environment.
  • At least 2 years Management experience in a Contact Center or Operational environment
  • Focused on providing exemplary customer service.
  • Comprehensive knowledge of Microsoft applications.
  • High energy, ability to remain focused on goals, working independently.
  • Ability to communicate effectively both written and oral in a professional manner.
  • Ability to multi-task, be a team player, and have strong organizational skills.
  • Project Management experience also a plus
  • Bachelor’s degree preferred
  • Ability to inspire

 

Other Information

The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements.