Deployment Manager

We’re looking for an intellectually curious, business-savvy, analytical, and inspirational leader to join the Disney Central Labor Team.

In the role of Deployment Manager supporting the Disney Central Contant Center, you will be responsible for in-the-week and in-the-day operations across Disney Central’s 50 unique business unit portfolio consisting of over 2000 Cast Members at Walt Disney World, Disneyland and other Disney partners in an omni-channel contact center. You will oversee our Command Center operations, working collaboratively with cross-functional teams, you will implement labor strategies to ensure the growth of the business, optimizing Cast Member schedules to ensure the right Cast Member is available for the Right Guest need at the Right Time.

In this onsite role based in Orlando OR Tampa, you will report to the Senior Manager of Agent Performance and Forecasting.

Responsibilities:

• Oversee the Disney Central Deployment Command Center – a central hub of operational oversight to identify that the Right Cast Members are available for the Right Guest needs at the Right Time.
• Lead a team of Deployment Specialist Hourly and Salaried Cast to provide inspirational, motivational and personal growth opportunities; cultivating an environment inclusive of all Cast Members and the talents they bring.
• Problem solves complex “in the day” and “in the week” operational scenarios.
• Develop innovative ideas and encourage creative thinking for establishing best practices to streamline processes and communication, enhancing the Command Center environment.
• Develop positive, trusting and effective working relationships with internal business unit managers and executives to creatively identify solutions to volume fluctuations.
• Analyze key data points to make informed decisions regarding real-time Guest needs.
• Continuously improve processes within the Deployment Command Center to ensure the team and partners optimize working smarter, not harder.
• Be part of a great team but also capable of operating independently to manage relationships, deliverables and expectations with business partners.
• Have business savvy to understand the interdependence of each operational business coupled with Guest behavior to drive workload across multiple interaction channels (phone, chat, messaging, email, video).
• Be continuously curious to evolve the Disney Central Command Center with new ways to support the business, view data and remain mindful to improve processes and identify efficiencies.

Basic Qualifications:

• Minimum of 2 years of workforce, labor, scheduling or deployment experience AND/OR a minimum of 3 years contact center leadership experience.
• Able to connect various data points and inputs to effectively articulate a compelling story for change through various systems including PowerPoint, Excel, and NiCE IEX
• Analytical and able to dig into data and conduct quantitative analysis with qualitative insight driving compelling and actionable recommendations.
• High degree of operational agility based on the needs of the business while executing tasks effectively.
• Effectively build teams with courage, confidence and integrity, and lead the team through change.
• High degree of focus on being solution-orientated with a ‘solving for yes’ attitude.
• Excel at balancing multiple requests, staying organized and prioritizing deadlines and deliverables to exceed expectations.
• Passionate about applying new process improvements and technology to improved ways of working.

Preferred Qualifications:

• Strong proven operational leadership experience.
• 5 or more years Walt Disney World experience, preferably in a multi-channel contact center.
• Knowledge and understanding of the Walt Disney World Resort experiences, operations, and marketing.

Required Education:

• Bachelor’s Degree in relevant field, or equivalent work experience.

Preferred Education:

• Master’s Degree in related field