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, GCC - Performance and Operations, is responsible for consistently delivering world-class service while maximizing sales and revenue opportunities for every caller to the GCC. This role oversees the daily activities and performance of GCC Supervisors and their teams, focusing on quality, managing non-call activities (AUX/ACW), and supporting individual career development. The Assistant Manager also leads the implementation of new programs to enhance GCC operations. Additionally, they collaborate closely with GCC Management and, where applicable, the Loews’ liaison team to ensure alignment and calibration of the Quality program and its administration.

MAJOR RESPONSIBILITIES:

• Provide strategic leadership to the GCC Supervisors, ensuring consistent implementation of all policies and procedures across all teams. Oversee performance management for multiple Exempt Supervisors and Hourly/Non-Exempt Team Members.
• Collaborate with the Assistant Director to develop and manage performance goals for GCC Supervisors and Team Members. Key metrics include Quality (score and monitoring compliance), Sales Conversion, Revenue per Booking, Call Handling (AHT/ACW), and Phone Availability (AUX/Adherence).
• Support the development of Team Members by preparing them for future GCC leadership roles and strengthening the leadership pipeline. Partner with Supervisors and Human Resources to ensure consistent application of progressive discipline when performance goals are not met.
• Foster strong cross-functional partnerships with Workforce Management, Quality, Training, Human Resources, and GCC Stakeholder Management to drive results, support process improvements, and ensure operational consistency.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Perform other duties as assigned.

EDUCATION:

• Associate’s degree is required.
• Bachelor’s degree is preferred.

EXPERIENCE:

• 3+ years in a Customer Service or Sales supervisory role
• Previous leadership/management experience preferred
• 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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