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Title

Call Center Team Leader 

Open Date 6/10/2013  
Age Requirement Age 18+  
Category Full-Time  
Exempt/Non-Exempt Non-Exempt  
Pay Type Full-time, non-exempt  
Pay Range Competitive hourly wage plus benefits  
Schedule Regular business hours and weekends  
Position Requirements

Ideal candidate is a mature, responsible, dependable self-starter, who is a creative problem-solver; extremely diplomatic; enjoys working in a fast-paced environment; highly organized; handles multiple tasks simultaneously; and is both people and service oriented. Strong supervisory and leadership skills, including skills in effectively communicating and motivating people, are essential.  Extensive understanding of the operation and plans of COSI's various programs; professional business writing skills; high degree of proficiency in Microsoft, and the ability to learn other software is required.  A college degree; business skills; Call Center experience; and experience in a service-oriented facility are preferred. 

 
Description

OBJECTIVE:  Support COSI's mission and values to provide a quality science, technology, educational, and cultural museum resource.  Primarily responsible for supervising operations of the Call Center and for managing the reservation systems for COSI’s internal programs.  Ensure prompt and timely processing of reservations and other communications with COSI Guests by developing, leading, and, as needed, backing-up the Call Center Team.   Provide support for marketing and sales efforts for all COSI programs. 

 

ACCOUNTABILITIES/ESSENTIAL JOB FUNCTIONS include, but are not limited to:

  1. Support the Call Center Manager with daily Call Center operations as assigned. 
  2. Responsible for hiring, training, evaluating, coaching, and discipline of all Call Center Assistants.  Provide leadership and support to uphold COSI’s mission and values.
  3. Serve as the Internal Programs liaison for Guest Relations, including providing training and reservation materials, and keeping the Call Center informed of all pertinent program updates. 
  4. Coordinate all aspects of Internal Program reservations. Responsible for enforcement of payment deadlines and refund policies. Maintain personal and various shared e-mail accounts.
  5. Lead efforts to ensure proper use and condition of all Call Center equipment and oversee ordering of supplies as necessary.
  6. Assist Call Center Manager with strategic planning to ensure optimal delivery of COSI operating expectations for top-quality Guest Service in the Call Center.  Lead the implementation of action plans to ensure the Call Center is meeting the needs of external Guests and internal constituents.
  7. Build and update programs, prices, and letters in the TM VISTA database and Dynamit reservation system to ensure effective sales operations for all COSI offerings. 
  8. Create and manage reports for various reserved programs.
  9. Support the development, production, and distribution of pre-visit materials, marketing pieces, and other forms deemed necessary for the successful implementation of Internal Programs in coordination with various members of the Programs Division.
  10. Coordinate processes for reserving group field trips.  Provide back-up to the Call Center Team in regards to processing reservation requests, producing invoices, providing pre and post visit information, processing payments, and answering phones as necessary.
  11. Develop and maintain strong cooperative working relationships with all Divisional Team Members.
  12. Actively participate in the daily operational, marketing, and long-range planning efforts of the Ops & Experience Division.  Plan strategically for Call Center participation in efforts to achieve COSI and Divisional goals.
  13. Participate as a cooperative member of the COSI Team and, when appropriate, in task forces or project teams.  Attend All Team Meetings and other meetings as required to support Internal Program and general COSI operations. 
  14. Maintain a working knowledge of all COSI programs and general museum operations.
  15. Effectively utilize and maintain a working knowledge of computer technologies including Windows, Excel, Access, Vista, Dynamit, NOVAtime, Click ‘N’Print online ticketing software, Eventbrite, and others as needed. 
  16. Provide front-of-house support to the Box Office, Guest & Safety Services Team, and Parking Team when needed.  Assist with Outreach Program reservations as requested.
  17. Serve as an example to other COSI Team Members and Volunteers in matters of appearance, attitude, and performance in a manner best serving COSI paid and Volunteer Team Members and Guests.
  18. In accordance with COSI's Guest Services Strategy, and as opportunities present themselves, provide excellence in Guest Services by assuring Guest safety, using courtesy to drive each Guest interaction, by delivering the COSI show, and by keeping operations efficient.
  19. Perform other duties as assigned by the Call Center Manager, Director of Guest Relations and/or the Vice President of the Ops & Experience division.

 

 

 

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