Guest Experience Call Center Supervisor

Disney; Sacramento (CA); Remote; USD 27,552 - 41,328; Full time

Job summary

Disney in California is seeking a Call Center Supervisor to lead daily operations, manage shifts, and mentor hosts to ensure high-quality guest experiences.

The role requires a Bachelor's degree in hospitality or related field, at least three years in hospitality or a call center, and fluent English along with Cantonese and Mandarin. Strong interpersonal and communication skills are essential, with shifts including weekends and holidays.

Qualifications

• - Bachelor's degree or higher in hospitality or related fields.
• - At least 3 years of experience in hospitality or call center.
• - Excellent command of English, Cantonese and Mandarin (spoken and written).
• - Strong interpersonal, organizational and communication skills.

Responsibilities

• Lead day-to-day briefing for the group and supervise call center operations.
• Handle incoming calls as hosts and address guest feedback or issues escalated from staff.
• Update training materials and coach new hires to ensure service quality.
• Prepare daily logs, conduct case reviews, and share findings with internal teams.
• Lead hotel familiarization, team-building, and mentoring activities to improve team communication.
• Ensure grooming, etiquette, product knowledge, and process understanding across team.
• Review transactions for accuracy and provide feedback to drive performance.

Skills

English (spoken and written)

Cantonese

Mandarin

Interpersonal skills

Verbal communication

Education

Bachelor's degree in Hospitality or related disciplines

Tools

Microsoft Office

Job description

Disney in California is seeking a Call Center Supervisor to lead daily operations, manage shifts, and mentor hosts to ensure high-quality guest experiences.

The role requires a Bachelor's degree in hospitality or related field, at least three years in hospitality or a call center, and fluent English along with Cantonese and Mandarin. Strong interpersonal and communication skills are essential, with shifts including weekends and holidays.