SeaWorld is a world-renowned leader in the themed-park and entertainment industry. Our success is built on a passion for caring for animals and a dedication to delivering positive, memorable experiences to people from around the world. Were also committed to helping ambitious people achieve their professional best. We're always seeking exceptionally skilled and knowledgeable individuals to join our team.

What You Get To Do

As Manager, Contact Center Operations, you’ll take on a variety of responsibilities to ensure we are consistently providing unparalleled service to our valued guests.

Provide exceptional, professional guest service in a team environment
Communicate professionally and effectively with Ambassadors, Vendors, and our Guests
Oversees day to day management of the Contact Center operation to ensure all KPI’s are met
Works with senior leadership team to ensure strategic direction is in line with our companies’ objectives
Interacts daily with internal departments of SeaWorld Entertainment improve sales and guest service
Ensure accurate reporting to senior management
Creates comprehensive monthly and quarterly contact center reporting including, but not limited to interaction activity, call volumes, and consumer trends
Strong collaboration skill across a diverse cross functional team in a fast paced, rapidly changing organization

What It Takes To Succeed

Marketing, Business Administration Degree, or equivalent experience
Demonstrate the ability to work well with others using tact and diplomacy
Excellent oral and written communication skills
Exceptional computer skills including MS Office suite
Strong analytical skills with call center reporting
Ability to prioritize, analyze, work independently and complete tasks with tenacity and attention to detail.
Ability to collaborate, communicate, present, and demonstrate value across disciplines and groups
Confident ability to multi-task in an “on deadline” environment
Expertise in managing by KPIs, proven results in increasing customer loyalty and advocacy
Interest in an environment of employee development, mentoring and coaching

The Perks Of The Position

Paid Time Off
Complimentary Park Tickets and Passes
Park Discounts on Food and Merchandise
Medical, Dental, and Vision Insurance
401K Retirement plan
Voluntary Insurance
Life Insurance
Disability Benefits
Tuition Reimbursement
Dependent and Health Care Flexible Spending Accounts
Employee Assistance Program
Legal Assistance Plan

EEO Employer

SEAWORLD PARKS & ENTERTAINMENT IS AN EQUAL OPPORTUNITY EMPLOYER. ALL APPLICANTS WILL BE CONSIDERED WITHOUT REGARD TO AGE, RACE, COLOR, RELIGION, SEX, NATIONAL ORIGIN, SEXUAL ORIENTATION, PREGNANCY, GENDER IDENTITY OR EXPRESSION, DISABILITY OR COVERED VETERAN STATUS.

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Manager, Contact Center Operations