Details for Position: Orl-Mcall

Manager, Call Center

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, Austin, Connecticut, and Los Angeles.

The Call Center Manager will have direct oversight of the call center daily operations. He/she is responsible with direct oversight of all the call center representatives who handle incoming reservation calls in a fast-growing marketing company.  He/She will be responsible to ensure our representatives take orders from guests as well as provide guidance on selecting theme parks, hotels and special events promoting exciting products to hundreds of local and national clients on a daily basis. They will oversee the call center operations and focus on daily call center key performance indicators, with an emphasis on providing superlative customer service.

Duties and Responsibilities

  • Supervise call center and welcome center staff on a daily basis
  • Provide guest recovery via email, and/or telephone
  • Assist with staffing and scheduling via Workforce Management
  • Provide feedback to the Data and Quality Assurance Managers performance reviews and agent meetings
  • Promote theme parks, hotels and special events
  • Deal closing on orders, cross selling and up selling products
  • Learn product knowledge details by participating in team meetings and off site programs
  • Manage key performance indicators during shift, including but not limited to, abandonment rate, call hold time, call queue and overall process in managing a call center environment
  • Assist with all escalated guest calls for both call center and customer care hotlines
  • Other duties as assigned

Qualifications

  • Call center experience with an emphasis on sales
  • Bachelor’s degree in business or other related field
  • Comprehensive knowledge of Microsoft applications and the Internet
  • Experienced background in guest relations and/or phone reservations
  • 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
  • Experience with Workforce Management preferred

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.