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Supv, Reservations - CEL

Position Summary

Exemplifies extraordinary service and creates a positive example of service delivery to internal and external customers. Responsible for monitoring, coaching, and developing a team of 25-30 Cruise Representatives, along with a Team Captain. Must adhere to policy and procedure for the entire team, coach, and develop team members to meet organizational and department goals by ensuring performance is within organization budget goals. Tracks and documents performance metrics, and provides regular one-on-ones and team briefings where personalized and group coaching, development, and training is presented effectively. Delivers recurrent and new training as needed, and issues improvement plans and disciplinary actions for team members as required. Also responsible for the resolution of escalated issues and identifying opportunities while implementing programs to improve overall performance for the department and brand.

 

 

Essential Duties and Responsibilities

  1. Tracks attendance, manages queues, documents performance, approves schedules and exceptions to schedules, builds reports, answers email inquiries from the team and other business units, and pulls data for review
  2. Conducts one-on-ones with direct reports
  3. Conducts team briefings
  4. Delegates and reviews various tasks meets with leadership and other departments and develops content
  5. Attends Human Resource meetings and conducts scheduled formal employee reviews
  6. Leads team activities, recognition delivery, and development handles facilities concerns
  7. Secures needed services, equipment, or approvals for team members
  8. Issues letters for performance reviews and performance management, as well as for terminations
  9. Reviews Quality Assurance for calls, Average Handle Time, phone statistics, and surveys
  10. Floor walks, spot monitors calls and interactions with customers, and conducts side-by-side real-time analysis
  11. Research of complaints, issues/concerns from customers. Ensures appropriate follow-up and coaching for the team
  12. Manages and develops hiring processes for team members and/or peers. Posts openings, evaluates applications, interviews, and selects candidates. Delivers feedback and organizes training needs a team movement
  13. Review current practices with peer groups to ensure consistent application of policy across locations and teams. Evaluate areas of concern and develop new ideas and processes with the leadership team
  14. Assists HR team with organizing new hire training and team movement
  15. Participates on committees and task forces within the team and/or across the organization
  16. Reviews and clarifies computer applications for employees and suggests improvements
  17. Reviews department performance against set goals and KPIs with analytical precision used to make decisions and improve performance in all areas, including Average Handle Time, Conversion, and Revenue
  18. 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 of supervisory or leadership experience preferred
  • 100% fluent English
  • Royal Caribbean Group experience preferred
  • Availability for occasional travel required

Knowledge and Skills

  • Must be able to handle highly volatile individuals and situations
  • Exceptional negotiation skills and ability to defuse high-pressure situations
  • Ability to work well as a member of a team and quickly adjust priorities
  • Excellent interpersonal skills, communication in an environment with all levels of employees and management
  • Demonstrate a certain degree of creativity with strong analytical and problem-solving skills and a strategic mindset; including strategic planning to manage the volume and drive productivity for the team
  • Ability to train and coach employees to maximize performance
  • Knowledge of and experience with company policies and procedures, computer systems
  • Ability to communicate effectively in both verbal and written formats
  • Ability to accurately perform data entry of both text and numerical information at a rate of at least 35 wpm from both spoken and printed sources
  • Effective communication skills in spoken and written formats with both internal and external customers at all levels within the organization; attention to detail
  • Ability to work in a fast-paced, metric-driven environment

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