Sr. Manager, Call Center Operations

| Greater LA Area

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

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • NodeLanguages
    • GoLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularLibraries
    • Vue.jsLibraries
    • Polymer Libraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • MongoDBDatabases
    • AWSDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • BasecampManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • SendGridEmail
    • Oracle ResponsysEmail
    • AirshipEmail
    • Email on AcidEmail

Location

We welcome you to the posh neighborhood of Beverly Hills 90210 nestled between Silicon Beach and the Entertainment capital of the world.

What are Fandango Perks + Benefits

Culture
Volunteer in local community
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Group brainstorming sessions
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Free Daily Meals
Breakfast items available daily in the kitchen. Employees get free lunch on Tuesday, Thursday.
Game Room
Our game room includes Ping Pong.
Stocked Kitchen
Happy Hours
Happy hours are hosted On occasion .
Parking
We offer employees Free on-site garage parking.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Promote from within
Mentorship program
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