Senior Labor Manager
Walt Disney World Resort
Orlando, FLThis was removed by the employer on 3/22/2019 9:57:00 AM PST
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Full Time Job
The Senior Labor Manager - Walt Disney Travel Company will:
• Efficiently supporting the Travel Operations Scheduling Team by evaluating the expected workload, mitigating negative influences, and designing the optimal workforce to support the business.
• Lead calculated efforts around weekly schedule production, maximizing seasonal schedule bids, and strategic annual vacation utilization.
• Develop and implement scheduling policies across multiple lines of business; support site and segment consistencies, where applicable; support project work that adds value to the organization.
• Prioritize and delegate work across the scheduling team; demonstrate a strong and functional knowledge of Workforce Management; striving to create a balance between Cast Member needs and achieving business key performance indicators.
• Key deliverables to the organization include providing leadership to front line Cast Members directing them to volume relate labor to workload, providing workload to schedule fit, and successful interactions with leaders and front line Cast Members.
Responsibilities
• Oversee the allocation and distribution of resources, manage schedule distribution to workload requirements through hands on workforce management across centers at a community level while aligning to service level agreements by line of business
• Analyze data gathered and develop solutions or alternative methods of proceeding
• Partner effectively at all levels of the organization and successfully influence business results
• Plan study of work problems and procedures, such as organizational change, communications, information flow, integrated production methods, or cost analysis
• Coach, develop, and mentor direct reports
Basic Qualifications
• Proven knowledge and/or experience with internal and external Workforce Management concepts, challenges, processes, and systems
• Demonstrated knowledge and/or experience of the labor planning process to ensure labor optimization while achieving service level, Cost per call goals and balancing Cast needs
• Prior leadership experience demonstrating superior leadership competencies and ability to independently lead an organization.
• Demonstrated exceptional organizational and time management skills
• Demonstrated strong problem solving, decision making and follow through skills
• Demonstrated ability to manage projects and daily accountabilities in a highly organized and efficient manner
• Demonstrated ability to partner effectively at all levels of the organization and successfully influence business results
• Proficient in Windows based applications such as Word, Excel, and PowerPoint, with functional knowledge of workforce management software such as, Aspect, IEX, CDS, Verint
• Minimum 2 years experience in leading a high performance team and workforce management methodology (preferred Contact Center)
Preferred Qualifications
• Contact Center industry experience
• Demonstrated ability to manage multiple media contact center technology
Required Education
• Associate's degree or equivalent in related field (Business, Finance, Industrial Engineering, etc)
Preferred Education
• Bachelor's degree or equivalent in related field (Business, Finance, Industrial Engineering, etc)
About Walt Disney World Resort:
Since opening in 1971, Walt Disney World Resort has played an important role in many childhood and family memories. Today, hundreds of millions of guests from around the globe visit this magical place to enjoy a Disney vacation. Through a combination of creativity, innovation and technology, the resort immerses guests in classic Disney tales and new kinds of family entertainment. Drawing from a rich heritage of storytelling, Walt Disney World Resort cast members bring Disney magic to life through unmatched attention to detail and superior guest service.
About The Walt Disney Company:
The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney's stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.
This position is with Disney Destinations, LLC, which is part of a business segment we call Walt Disney World Resort.
Disney Destinations, LLC is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.
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