Manager, CO Inbound Service

Position Summary:

Responsible for achieving service related KPIs while growing and contributing to overall business objectives, by managing the development and overall performance of the Consumer Outreach Inbound Service Division. This includes Coaches and front-line agents, across multiple sites and multiple countries. Specifically, the Royal brand Consumer Outreach Service Coaches and Agents. 

This role will be responsible for the day-to-day management of a multifunctional team whose primary responsibility is to create reservations on sales calls and respond to Guest concerns and service reservations. This role is also responsible for providing escalation support, prevention, and intervention as challenges arise. Adapt to the various functions that this team is responsible for and will assist in the development of the Coaches and Team Leads by coaching, providing feedback, and monitoring performance on a consistent basis. This also includes daily communication with the leadership team regarding overall team status, monitoring contact volumes, providing support and guidance to team members, processing reports, maintaining records, department metrics, etc. Model attributes such as valuing diversity, communicating openly and frequently, demonstrating integrity, and leading change management. Ability to communicate in a clear, concise, understandable manner, listen attentively to others, understand material, and provide instructions to team leaders.

Essential Duties and Responsibilities:

1. Develops and implements Consumer Outreach strategies and tactics to meet strategic goals. Collaborates across RCCL departments to pursue and develop additional programs and processes to support new policies, procedures and opportunities.
2. Provides the Consumer Outreach Service Coaches and Team Leads with goals, coaching and feedback to facilitate their professional growth, the performance of their team, and their contribution to the organization.
3. Directs the efforts of the Consumer Outreach leadership staff to optimize general service level goals, other performance objectives, and morale, while enhancing their skills and productivity. Ensures compliance and consistency in the application of company policies, Quality Assurance Standards and optimal resolution of escalation. Makes recommendations to improve efficiencies and customer satisfaction.
4. Identify opportunities to develop and/or recommend service skill enhancement tools and training and oversee the use of all sales skill enhancement.
5. Effectively manage resources to meet all corporate objectives, determine and measure important metrics to effectively identify areas of strength and areas needing improvement including service levels, revenue attainment, abandonment, conversion, product yield, shrinkage, compliance, QA standards, stateroom category mix/revenue and any other statistical measurements/goals.
6. Ensures QA standards and objectives are met and exceeded through program development that is consistent with the strategy described by the business.  Ensures on-going fit to strategy recommending re-calibration and/or redesign for shifting priorities or if the program is not producing needed results. Ensures that all members of the Consumer Outreach Service department represent Royal Caribbean International in a manner that enhances our corporate reputation while meeting its strategic goals and objectives. 
7. Remains visible and approachable to all members of the Consumer Outreach department to ensure open, 2-way communication.
8. Recommends, interprets and implements company policies and procedures regarding direct customer bookings.  Ensures all employees meet the highest standards of ethical behavior.
9. Successfully leads large population of employees and partners with Human Resources in the screening and selection process, on-going employee management, provides developmental opportunities for Consumer Outreach employees, manages the performance improvement/disciplinary processes, ensures the performance appraisal process is completed in a fair and timely manner.
10. Interfaces with all internal functions to build effective business relationships, facilitates problem resolution, and process improvements.  Appropriately delegates assignments and authority.   Maintains strong productive relationships among peers, subordinates and superiors.
11. Plays an active role in any required development and execution of both Agent and Coach incentive plans to ensure recognition and reward for the behavior changes necessary to make the organization successful.
12. Performs other duties as required.  This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their leadership team.

Financial Responsibilities

Responsible to achieve departmental goals as determined by senior management. Goals vary year to year.

Qualifications:

Bachelor’s degree or equivalent preferred and minimum 5 years of experience in industry or related field

Successfully demonstrated leadership experience of at least 3 years

Extensive service and call center experience, preferably in the Travel Industry

Extensive training and coaching skills

Must demonstrate excellent organizational skills, and display sound judgment and decision-making abilities

Advanced level of English proficiency in verbal and written communication skills and reading required

Knowledge and Skills:

Inbound call center background and experience essential to overall operation of business

Strong customer service background essential

Strong record of successful direct to consumer sales and service preferred

Strong business acumen

Ability to achieve results within budget and target deadlines

Ability to grasp/learn complex concepts quickly and independently

Ability to develop and implement strategy for unique business opportunities

Strong computer proficiency with analysis tools such as Excel and Access, travel booking software, Siebel, and other sales management tools and programs

Familiarity with AS400 or equivalent reservations system preferred and Microsoft Office products

Strong communication skills in spoken and written formats in English language

Ability to comply with internal policies, guidelines, and conduct standards and enforce with team members

Must be flexible with their work schedule

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk, listen, and hear. The employee is frequently required to walk, sit, and use hands to operate a personal computer. Specific vision abilities required by this job include close vision and color vision.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The environment includes that of a standard office and moving inside/outside the office. Job may require occasional travel. The noise level in the work environment is usually moderate.