Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. There are also roles that require being on-site full time. Limited remote opportunities may be available within specific departments. You’ll learn more about this during the recruitment process.

JOB SUMMARY:

The Assistant Manager, Group Travel and Support Services has the responsibility for the planning and execution of work efforts related to the Guest Contact Center (GCC), with input and guidance from direct management. The Assistant Manager, Group Travel and Support Services will work closely with the Guest Contact Center Operations and business partners to ensure that all Group Travel and Alternate Channel responsibilities are addressed timely and accurately. Includes direct supervision, performance and development of the Group Travel and Alternate Channel Supervisors and Team Members. Acts as primary GCC interface with the support areas within Universal Orlando (UO), Universal Studios Hollywood (USH), and any future joint ventures in relation to Group and Travel Operations, Fulfillment Operations Services and Travel Industry Sales Vendor Maintenance Processes.

MAJOR RESPONSIBILITIES:

• Manage the operation of the Group and Travel Operations. This team manages leads for various Sales Teams, SuperStar Shuttle Reservations, Universal Partner Community Support, Ticket Reservations and U-Preferred Agency Benefit. Build strong relationships internally and externally to expedite solutions to issues including sales and process related concerns.
• Manage the daily operation of the Alternate Channel Team. This includes monitoring team members and team statistics including Performance Productivity (chat, email and text volume, average handle time, adherence, aux 9) and Quality/Speech Analytics (Surveys, GSAT, NSP and GEM), to ensure that we are providing exemplary guest service. Provides ongoing coaching to the team on improving operational procedures and enhancing guest interaction and avoiding guest service issues. Reviews chat transcripts/email responses/social media replies, and provide bi-weekly, personalized feedback/coaching for each team member. Provide Alternate Channel analytics and statistics to leadership.
• Responsible for assisting the GCC technology and project teams to help deploy projects or optimization measures to increase the efficiency or production of agents throughout the center. This includes assisting with testing as needed and/or providing operational insights and guidance when necessary.
• Partner with assigned sales teams and the Salesforce Integration Team to develop and execute plans to improve incoming sales lead assignments, Ticket Reservation processes and the Universal Partner Community Support processes. Attend sales teams (Event and Youth) meetings representing UPRV to align group strategies with Group Travel Operations team. Attend Salesforce meetings to align with the Sales Team to ensure the best client service.
• Attends meetings and builds strong relationships with external and internal partners to expedite solutions for processes or systems issues. Stays current on Alternate Channel communication trends (email, social media, text, and chat), sharing important information with Team Members and Management on new information, procedural changes, and product information.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities.
• Perform other duties as assigned.

EDUCATION:

• Associate’s degree in Business or relevant experience is preferred.

EXPERIENCE:

• 3+ years equivalent work experience.
• Experience and/or exposure in project management, customer service, WFM Management, technical writing, business analysis, or equivalent combination of education and experience; or equivalent combination of education and experience.

ADDITIONAL INFORMATION:

• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.

Your talent, skills and experience will be rewarded with a competitive compensation package.

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