Member Services Manager (Quality Control Team)

About the Role & Team

Disney Vacation Club Member Services contact center is hiring for a Member Services Manager supporting our Quality Control team. This team supports both leadership and Cast Members by reviewing Cast and Member Interactions through multiple systems and communication methods, with the goal of providing insight to training opportunities and highlighting Cast Member strengths. You will drive work and collaborate between leaders at all levels within Disney Vacation Club Member Experiences to develop and implement processes and procedures around the Cast and Guest experience. We are seeking a hard-working leader excited by curiosity, energized by relationships, and motivated to shape future practices and drive continuous improvement that matters.

You will be in a hybrid role, working in the office and remotely from home, based on operational needs. Required when working from home is a functional, private workspace with high-speed internet.

As a Member Services Manager (Quality Control Team), you will report to the Labor Operations Manager.

This is a Full-Time role.

What You Will Do

• Provide daily leadership, coaching, and mentoring to direct reports, including ensuring the team receives accurate training and understands their role and how to perform it optimally.

• Act as a consultative thought partner with Member Services leadership, leveraging data-driven insights to service goals, providing strategic insights and recommendations with overall business objectives establishing innovative paths forward.

• Anticipate needs and proactively develop solutions to address challenges.

• Oversee requests for Disney system access (DBS) and onboarding support for any additional Member Services used programs.

• Provide support for the DVC Member Services Mode for Success program, including but not limited to Post Call Survey, Average Handle Times, overall analysis, and call reviews.

• Use Nexidia (speech analytics call review system) to review Member trends and Cast behavior.

• Support the Member Services Cast accountability and training program, Compass, which validates Member transactions and provides insight to leadership for Cast strengths and opportunities, ensuring that Cast are performing their role to Member Services standards and procedures.

• Develop and encourage Quality Associates by:

• Complete daily calibration team sessions to review Cast Member/Member interactions, operational/product updates and weekly/monthly achievement levels and goals.

• Conduct regular one-on-one and follow-up meetings, in person and virtually, to provide ongoing development and document meetings accordingly.

• Stay connected with day-to-day operation of contact center and flexibility to assist with MOD assistance as needed.

• Maintain a Cast focus, both in person and virtually, to support a diverse team of Cast Members.

• Provide honest, constructive feedback to peers, leaders and direct reports.

Required Qualifications & Skills

• 1+ year of previous leadership experience with Disney.

• Coaching and counseling skills to develop and empower Cast to create an enhanced Guest/Member experience.

• Ability to be a self-starter and to work independently and effectively, relying on experience and judgement to develop high-quality work product while staying positive in a dynamic and constantly evolving environment that requires constant flexibility.

• Understand sophisticated organizations, the inter-relationships of functions, and can effectively navigate through the broader organization.

• Ability to create, facilitate, collaborate, consult, and influence; work through complex issues with a strong sense of responsibility and convey a clear message to multiple audiences and leadership levels.

• Excellent written and verbal communication skills. Ability to persuade and motivate people across a broad variety of job functions through relationships.

• Technical proficiency; experience with Smartsheet and advanced skills and knowledge in Microsoft Office including Word, Excel, and PowerPoint.

• Can work a variable schedule to meet our needs, including nights and weekends.

Preferred Qualifications

• Knowledge and background in call center operations.

• Proficient in Spanish or Japanese.

• Knowledge of the Disney Vacation Club product.

• Knowledge of Walt Disney World policies.

• Knowledge of call center operations.

• Knowledge of Nexidia.

Education

High school graduate or equivalent experience.

Preferred Education

Bachelor's degree or equivalent experience.

Additional Information

Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities, and special extras that only Disney can provide. Learn more about our benefits and perks at https://jobs.disneycareers.com/benefits.

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