Supervisor, Crew Support & Experience

Essential Duties and Responsibilities:

List the 8-10 key areas of responsibility in descending order, with the responsibility requiring the most amount of time first.  Use specific action verbs such as “manages”, “analyzes”, “files”, etc.

• Manage the daily operations and the productivity of direct reports. Ensure that objectives are consistently met, such as the required service levels and KPI’s for Calls and Chats.
• Conduct regular performance reviews and provide consistent feedback to direct reports and management. Monitor performance and implement improvements.
• Ensure resolution time frames are achieved along with the delivery of quality customer service.
• Coordinate and monitor the work product between Tier 1 Agents and resolution partners.
• Continually review internal application systems, procedures and processes to ensure operational efficiency.
• Work closely with Senior Support by communicating Team’s expectations; planning, monitoring, and appraising Team’s results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.
• Improve processes and policies in support of the Organization goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations and procedures.
• Plan the coverage to achieve the required staffing. Establish contingency plan coverage for any scheduled downtime, connection issues, weather interruption etc.  
• Establish organization structure. Delegate tasks and accountabilities. Establish work schedules. Supervise Crew Support Agents. Monitor and evaluate performance.
• Liaison with top management. Assist in the development of strategic plans for operational activity.  
• Provide guidance and monitor communications and transactions between Tier 1 / Tier 2 Agents and HR Center/Crew Office regarding any last-minute changes to a travel itinerary, shipboard employee joining date due to an unforeseen delay, etc.
• Provide guidance and monitors interactions with vendors and other departments on crew related matters to ensure a fast and efficient resolution to any situation.
• Facilitate coordination and communication of any concerns that are beyond norms and escalate to Managers as appropriate.
• To stay current with all policies and procedures noted in SQM (Safety & Quality Management), CBA (Collective Bargaining Agreement) and or any other material which pertains to shipboard personnel; and provide any updates to the team.

• To work outside of normal business hours as needed;
• Needs to be able to work in a fast-paced environment with the Managers on any financial decisions to resolve emergency travel situations.
• To take on any other duties and responsibilities that may be assigned from time to time.

Financial Responsibilities

List any responsibilities for budget, expenses and/or achievement of revenue targets in US Dollars.

• Ability to analyze cost impact for travel needs associated with the movement of personnel within the fleet.
• Responsible for ensuring best booking practices so to manage the Travel Budgets of shipboard and shore side

Qualifications:

List the minimum level of education and experience required to perform the work at the entry level of the job. 

• 4 year degree from an accredited college/university in a related field and/or previous related professional level experience in one or more of the following functions: workforce scheduling, succession planning, recruiting and/or logistics services.

• Knowledge and experience in organizational effectiveness and operations management.

• Knowledge of business and management principles and practices

• Working knowledge of general/organizational shipboard functions and concepts.

• Knowledge of world geography and time differences.

• Knowledge of applicable immigration and visa requirements related to seafarers in various geographical areas.

• Working knowledge of applicable flag state/port state regulations related to seafarers training, licenses and certifications.

• Ability to read/write English in order to understand/interpret written procedures and emails. 

• A minimum of 5 years in Travel.

Knowledge and Skills:

List specific knowledge and skills necessary to perform this job related to the Essential Duties and Responsibilities identified above.  Specific physical and/or cognitive requirements that are essential parts of the job (lifting, standing for extended periods of time, attention to detail, hearing, carrying, moving, pushing/pulling, climbing, etc.), should be described clearly and precisely.

• Ability to communicate verbally/writing in a professional business-like manner with all levels of the organizations to gather and relay information in a multinational environment.

• Ability to work productively and mechanically under strict time constraints and stressful situations.

• Working knowledge of computers, internet and navigate within a variety of Microsoft software packages. 

• Requires expertise in a GDS system, preferably Sabre.

• Knowledge and understanding of airline contracts and fares.

• Ability to work under pressure while maintaining accuracy

• Ability to work efficiently without supervision

• Outstanding organizational skills and attention to detail

• Previous travel industry experience in a similar role, ideally within the corporate travel sector

• Excellent people management, leadership and motivational skills

• Good presentation skills

• Flexible and adaptable approach