Responsibilities

Sr. Manager, Call Center Operations        

NOW PLAYING... A spectacular career opportunity as a Customer Service Supervisor! 

 

Reporting to the VP of Consumer Services, The Operations Senior Manager will provide direct support for Fandango and our third party customer care providers. 

 

Responsibilities:

• Provide front line direction to Customer Service Managers and Representatives both internal and external, ensuring quality service is provided in each interaction.
• Maintain daily point of contact with all support vendors.
• Consolidate and provide daily, weekly, monthly and yearly performance reports to VP of Consumer Services.
• Promote professional and personal development of individual team members by administering performance evaluations, training needs, progressive disciplinary actions, and career opportunity program.
• FAQ template creation and maintenance.
• Must be able to work independently.
• Experience in a fast-paced, high-tech industry or Internet knowledge required.
• All other duties as assigned.

Qualifications/Requirements

• Strong leadership, analytical, problem solving, and decision making skills

• Excellent phone and customer service skills 

• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds 

• Excellent written and verbal communication skills 

• Ability to create, develop, and implement project plans in a fast-paced environment

• Effectively prioritize day to day tasks

• Must maintain regular and acceptable attendance at such level as is determined at Fandango’s sole discretion

• Must be available and willing to work Weekends, Holidays and extended hours as needed

Desired Characteristics

• Bachelor’s Degree in any related field 

• 5-7 years of customer interface or call center experience 

• Hands-on Oracle CRM experience 

• Strong passion for the Internet and Entertainment

• Entrepreneurial spirit, high energy, integrity 

• Strong communication and interpersonal skills

• Strong understanding of Microsoft Office Suite including PowerPoint, Excel, and Word