Lead, Process and Quality Management

POSITION SUMMARY

This position monitors top and emerging contact center transaction trends and NPS reviews which indicate process and policy friction points for guests, trade partners, and contact center agents during interactions from booking research all the way to post cruise experience. This position will collaborate with cross-functional teams to root cause friction points and identify proper courses of action to eliminate such as Process reengineering; technology/system enhancements; policy interventions. This position will coordinate, across various cross-functional teams (Product, Revenue Management, Digital Services, IT, Marketing, Contact Centers) to ensure readiness of contact center and sales teams to support new product and service launches for the brand. Advises contact center on variety of management and business-related matters to assist in the formulation of financial and business policies in order to maximise growth or improve business performance. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Assesses the functions, objectives and requirements of the contact center as a delivery channel of Sales and Services to the SSC brand 
• Identifies problems concerned with business strategy, policy, organisation, procedures, methods and markets that present friction points to the contact center delivery of services to guests and trade partners. 
• Determines the appropriate method of data collection and research methodology, analyses and interprets information gained and formulates and implements recommendations and solutions 
• Analyzes quantitative and qualitative metrics such as call volumes, handle times, customer satisfaction scores, and quality scores to track contact center performance and identify trends or recurring issues. 
• Monitors executive and other escalation channels for highly escalated experience friction points. 
• Performs periodic industry and market benchmarks to bring innovation and enhancements into the contact center operations of Silversea.  
• Prepare comprehensive reports on quality assurance findings, performance trends, and recommendations for process improvements, providing insights to executive leaders for data-driven decision-making. 
• Project manages and coordinates cross-functional activities and initiatives to execute recommended process fixes, policy changes, and process improvements. 
• Creates and drives activities of cross-functional taskforces for readiness to new product and services’ launches.  
• Ensures new product and service introduction reduces complexity and promotes ease of access for guests, agents and our contact center teams  
• Monitor and review the effectiveness of quality assurance processes, adjusting as needed to align with evolving business needs and customer expectations. 
• Collaborate with training teams to develop and deliver targeted training programs based on identified skill gaps, new product/service launches, or changes in policies and procedures. 
• Financial Responsibilities: 
  • Enabler to EBITDA growth to $0.5B by 2028 (~44% CAGR) through Sales and Contact Center readiness 
  • Ensures YoY cost improvement through various innovative and continuous improvement methodologies (Process, Technology, People). 
  • Trends monitoring for booking cancellations related to quality of service and other related contact center cost-impacting KPIs (Hold Times, Aux times, Repeat transactions, Issues resolution Turn-around Times, etc.) 

QUALIFICATIONS, KNOWLEDGE, AND SKILLS

• Bachelor of Arts, or Bachelor of Science in Industrial Engineering or a related field required.   
• Preferred experience in Quality Assurance or Process Improvement methodologies, such as Lean Six Sigma or equivalent project management certifications.  
• Project Management certified practitioner 
• 7-12 years contact center experience preferred, or an equivalent combination of education and experience acceptable.  
• Up to 30% global travel required 
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. 
• Ability to identify problems concerned with business strategy, policy, organization, procedures, methods and markets 
• Ability to write reports, business correspondence, and procedure manuals.  
• Ability to effectively present information and respond to questions from executives, cross functional leaders, groups of managers. 
• Ability to read fairly complex mathematical analysis on performance metrics. This includes trend analysis, statistical analysis, interpolations, and regression analysis. More basic mathematical skills are also required including the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. 
• Ability to compute rate, ratio, percentage, draw and interpret multiple graphical representation.  
• Ability to solve practical problems; deal with a variety of concrete variables in situations where only limited standardization exists. 
• Ability to interpret a variety of instruction furnished in written, oral, diagram, or schedule form. 
• Must possess excellent interpersonal skills. Strong verbal and written communication skills required.  
• Should effectively build relationships and encourage collaboration in order to manufacture positive and significant outcomes.  
• Able to conduct research, draw upon a variety of resources, facilitate ideation of targeted and creative solutions amongst subject matter experts.  
• Able to manage change, anticipates needs, and makes recommendations for improvement.  
• Demonstrate strong initiative.  
• Demonstrate consulting, project management and organizational skills.  
• Demonstrate effective questioning and listening skills. 
• Work Environment - the work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations. The environment includes office location, and /or moving inside/outside the office. A high noise level is possible if visiting shipboard or offsite locations.

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