Supervisor, Studio Service Center

The Supervisor of the Studio Service Center is responsible for managing and overseeing a team of service center agents, ensuring efficient operations by monitoring performance against key metrics, providing coaching and feedback, resolving customer issues, and motivating the team to achieve high standards of customer service while meeting company goals.

Responsibilities:

• Supervise Studio Service Center staff
• Perform quality control: monitors customer interactions, calls, emails, routing of requests, accuracy of entries in various systems
• Ensure that lot and building access requests are processed in compliance with security procedures
• Assist in developing, implementing and revising business processes and procedures
• Monitor and ensure quality of teamwork and adherence to SPE standards, procedures and protocols
• Reporting: generate quarterly reports for management and as needed
• Monitor the Studio Service Center work queue in real time using industry established standards for contact center performance
• Adjust staffing levels and assignments to meet changing needs
• Conduct staff training
• Supervise and coordinate overall administrative activities for the Studio Service Center
• Supervise all processes, identify gaps in current processes and identify training opportunities
• Under the direction of the Sr Manager, Facilities & S3 Administration, work closely with IT on deployment and implementation of new business tools, and support of existing tools and systems
• Ensure that staff are properly trained and proficient in their daily duties
• Foster a culture of constructive communication, collaboration and continuous improvement
• Conduct regular meetings with frequent customers and business partners to ensure great customer service
• Supervise front of house functions at the Studio Service Center at Keaton
• Ensure walk in clients receive exceptional customer service
• Work closely with service providers, including but not limited to P&O, EHS, CSR, IT to schedule the visiting service provider space, coordinate required resources, and update exhibits, displays and content of e-bulletin board
• Assist in maintaining the online lot operations FAQ for new joiners
• Monitor lobby screen to ensure content is current
• Participate in and manage special projects as needed.
• Complete additional tasks and assignments as needed.

Experience:

• Minimum of an AA degree preferred
• 2 years in the fields of security and/or customer service; 3 years in the entertainment industry; 4-6 years of supervisory or managerial experience in a call center
• Experience in:
• Security technology (Access control systems, etc.), call center operations and contact, center management software, visitor management, security operations, parking operations and management, and facilities Management.
• Strong skills in:
• Leadership skills, organizational skills, writing and editing skills, verbal and interpersonal, and communication skills.
• Computer skills (experience in MS Word, MS Excel, MS Outlook, SharePoint, IDM SailPoint, ServiceNow Portal, Lenel, CXOne, Workday and Traction Guest)
• Aptitude to learn new systems
• Ability work under pressure in a fast-paced environment
• Adapt to rapidly changing requirements and prepare for alternatives
• Problem-solve and work self-directed
• Handle high pressure situations and deescalate situations as needed
• Provide excellent customer service