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Manager, Contact Center

POSITION SUMMARY:
Responsible for the overall sales and operational delivery of the specific market for the APAC region. The primary objective is to maximize revenue generating opportunities, identify efficiencies and ensure the quality to the customer is constantly above brand and company expectations, focusing on aligning with each brands strategic priorities and delivering a supportive and effective leadership team, achieving profitable Passenger generation by managing the development and overall performance of the Consumer Outreach Coaches and Agents.
The role is accountable for maximizing the teams performance through efficient ways of working within the operational and sales processes in the contact centre working closely with the markets GTS Mangers to develop and support the business needs and priorities.
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ESSENTIAL DUTIES AND RESPONSIBILITIES:
1. Manage KPI’s and SLA’s of all lines of business working closely with the GTS Managers to continuously improve sales performance and Maximise guest experience.
2. Deliver effective working relationships with key stakeholders exchanging feedback on weekly basis being accountable to the markets leaders by ensuring teams performance and focus align with brand strategies
3. Responsible for developing Leadership teams to effectively lead their respective employees to maximize performance and sales. Managing all aspects of this area, including developing, and coaching employees, establishing strategic goals, objectives, and measurements, monitoring team and individual performance, managing tools and technology, and driving measurable improvements to Sales, Customer Service, operating efficiencies, and costs through the review of reports and key metrics.
4. Participates actively in meetings with market leaders to discuss strategies, report out on performance and provide feedback.
5. Provides the Consumer Outreach Coaches with goals, coaching and feedback to facilitate their professional growth, the performance of their team, and their contribution to the organization.
6. Directs the efforts of the Consumer Outreach Coaching staff in order to optimize performance, morale, enhancing their skills and productivity. Ensures compliance and consistency in the application of company policies and Quality Assurance Standards, makes recommendations to improve center efficiencies and customer satisfaction.
7. Working with the leadership Team and Market Managers to Develop and implement sales strategies and tactics focusing on optimizing CO Inbound Sales production via the Siebel database system.
8. Effectively manages resources to meet all corporate objectives, determines and measures important metrics in order to effectively identify areas of strength and areas needing improvement including service levels, Pax attainment, abandonment, conversion (call to booking ratios), shrinkage, compliance, QA standards, Cabin category mix/revenue and any other statistical measurements/goals.
9. Ensures QA program is developed and 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 in the event that the program is not producing needed results. Ensures that all members of the Consumer Outreach Inbound Sales Team represent Royal Caribbean International in a manner that enhances our corporate reputation while meeting its strategic goals and objectives.
10. Recommends, interprets and implements company policies and procedures regarding all aspects of supporting Direct Guests and Travel Partners. Ensures all employees meet the highest standards of ethical behavior. Remains visible and approachable to all members of the Consumer Outreach Department to ensure open, 2-way communication
11. Successfully lead 50-180 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, and ensures the performance appraisal process is completed in a fair and timely manner.
12. Interfaces with all internal functions in order 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.
13. 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 that are going to make the organization successful.
14. 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 supervisor or management. <div ccp_infra_copy_id="b83b6dcb-8519-4cfc-aa8b-6d1d55f8ca9b" ccp_infra_timestamp="1719927522732" ccp_infra_user_hash="3081794267" ccp_infra_version="3" data-ccp-timestamp="1719927522732">

Qualifications:
· Bachelor’s degree or equivalent preferred and minimum 5 years experience in industry or related field.
· Successfully demonstrated leadership experience of at least 3 years
· Extensive sales and call center experience preferably in the Travel Industry
· Extensive training and coaching skills

Knowledge and Skills:

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

· Strong sales experience and 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. Microsoft Word, Excel, Microsoft Teams,

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