Supervisor, Customer Experience Service

Journey with us! Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean Group’s international Guest and Trade Services Team has an exciting career opportunity for a full time Supervisor, Customer Experience Services.

Position Summary

Working as part of the overall Royal UK & Ireland contact centre operation, the supervisor role is to exemplify extraordinary service to trade partners and customers and provide leadership to a team of service agents.  You will play a pivotal part in this market’s overall operational deliverables across different locations.  The team of on-phone trade service agents require monitoring, coaching, and development to achieve customer service excellence.  The role requires adherence to policy and procedures, to meet organizational and department goals by ensuring expected performance requirements are met.   Responsibilities extend to the resolution of escalated issues and identifying opportunities while implementing programs to improve overall performance for the department and brand. 

Essential Duties and Responsibilities

Key Accountabilities

• Supervise a team of 10 to 18 service agents during UK&I operating hours
• Achieve department performance against set goals and KPI’s with analytical precision used to make decisions and improve performance in all areas
• Be part of a supervisor team managed by an outsourced partner & located elsewhere
• Lead by example in customer service excellence & develop your agents to excel in their role
• Operational responsibilities include tracking attendance, managing queues, document performance, approve schedules and exceptions to schedules
• Provide operational leadership & work to a flexible roster which may include some weekend work
• Provide operational support to other lines of business when relevant

Measured by

• Track and document performance metrics to the market’s expectations
• Conduct one-on-ones with direct reports
• Conduct team briefings to provide updates and address re-occurring training requirements
• Conduct personalized and group coaching, individual agent development, and training is presented effectively

Operations & KPI’s

Key Accountabilities

• Creates an engaging & motivational team environment
• Floor walks, spot monitors calls and interactions with customers and conducts side-by-side real-time analysis
• Embrace various systems, namely Travelbox, AS400 and Siebel which play an integral part in service delivery to our UK&I trade partner, guest and team success
• Handle enquiries from team and other business units and pulls data for review
• Handle and delegate various tasks, meet regularly with leadership and other departments, and own actions
• Understand and explain promotions
• Issues letters for performance reviews and performance management, as well as for terminations
• Handle escalations to a consistently high standard with a one call resolution mindset
• Research complaints, issues/concerns from customers and handle escalations when necessary and appropriate follow-up and coaching for the team
• Manages and develops hiring processes for team members and/or peers. Posts openings, evaluates applications, interviews, and selects candidates in collaboration with Management
• Secures needed services, equipment, or approvals for team members
• Reviews current practices with peer group to ensure consistent application of policy across locations and teams. Evaluates areas of concern and development of new ideas and processes with leadership team
• Participate in departmental projects and tasks as required
• Provide accurate and timely information utilizing Company resources

Measured by

• Attend regular 121’s with the Operations Manager to discuss performance against targets
• Conducts scheduled formal employee reviews.  Attends Human Resource meetings when necessary
• Track escalations and identifies root cause to identify continuous improvement requirements.
• Ensure that escalations are managed through a consistently high standard to prevent further escalations
• Engage with the QA process, to maximize performance against set goals
• Attend training to support key functions and be multi skilled when required

STAFF TRAINING & DEVELOPMENT

Key Accountabilities

• Attend regular training to become brand, product and & policy expert within this market & brand
• Be fully confident in using all systems that relate to the role; (ie AS400, Travelbox, WFM, KD)
• Lead team activities, recognition delivery and development, handle facilities concerns
• Participates, when necessary, on committees and task forces within the team and/or across the organization
• Assists HR team and operations manager with organizing new hire training and team movement

Measured by

• Manage a log of training activity and agent development plans, including system usage
• Attend Assurance for calls, Average Handle Time, phone statistics and surveys
• 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 other job-related duties assigned by their Lead or Manager

Qualifications

• Bachelor’s Degree or equivalent combination of education and experience required
• At least one year supervisory or leadership experience preferred
• 100% fluent English, written and verbal
• Royal Caribbean Group experience preferred
• Availability for occasional travel required

Knowledge and Skills

• Proven track record in customer relations skills and working in a contact centre environment
• Ability to interact with team members and provide effective coaching & development skills to meet or exceed KPI’s
• Strong resolutions skills and able to exercise good judgement
• Proven organizational skills and able to cross-collaborate and adjust priorities in a fast-paced environment
• Excellent interpersonal skills and able to communicate with all levels of employees and management
• Ability to communicate in English in both verbal and written formats, internal and external
• Knowledge of handling company policies and procedures
• Knowledge of MS Office, AS400, Travelbox & Siebel is desirable and able to utilize multiple systems for the role
• Ability to assess situations and make mutually beneficial decisions within established guidelines
• Ability to comply with internal policies, guidelines, and conduct standards
• Agile in multi-tasking with a strong commitment to meet deadlines
• Ability to use good judgement to resolve issues, make decisions, contribute to team discussions

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.