Project Manager, Contact Center

The Project Manager, Contact Centre Readiness is responsible for providing the strategic direction and rollout of new product and service introduction within the Global Contact Centre at Silversea.

This role will be responsible for the seamless support of new products and services delivered to guests and trade partners, in collaboration with cross-functional teams in Learning and Development, Product, Land and Shorex Programs, GTS, Turn-around operations, eCommerce, Revenue Management.  

An important function of this role is to have accountability for ensuring all new products and services introduced by Silversea to the market is appropriately supported by a fully trained contact center and sales teams aligned to updated and accurate online/eCommerce and other marketing assets through an end-to-end audit of potential guest and partner experience interacting with new product and services.

This position will ensure compliance of contact center procedures to contact center industry standards of quality delivery (ie COPC, Forbes Travel Guide etc).

Essential Duties and Responsibilities:

1. Leads strategy and implementation to the contact center, QA and Process Management functions, new product introduction and services with a view of process improvement including automation that will keep Silversea’s level and quality of service to par if not the industry standard.
2. Performs periodic industry and market benchmarks to bring innovation and enhancements into the contact center operations of Silversea.
3. In consultation with all relevant upstream functional teams at Silversea, maintains a robust new products and services roadmap ensuring that all readiness are in place to enable and support market launch.
4. Creates and drives activities of cross-functional taskforces for readiness to new product and services’ launches.
5. Act as the primary point of contact for all project stakeholders, ensuring clear communication and alignment of project goals and expectations
6. Ensures that all guest facing product and service assets (Online, Marketing Mails/Brochures, Contact center scripts and procedures) support the product and service launches with end goal of delivering great guest and partner experience from point of research to pre-cruise.
7. Ensures that new product and service introduction reduces complexity and promotes ease of access for guests, agents and our contact center teams
8. Collaborates with the Global Process and Quality Assurance team to identify service and process improvement initiatives to drive contact center efficiency and increased ease of business
9. Implement performance metrics to track project progress and make necessary adjustments to ensure project milestones are achieved
10. Always ensures project alignment with strategic objectives, including improvement of contact center NPS and adherence to Forbes Travel Guide standards
11. May perform other duties and responsibilities as needed by the business and guided by the AVP, Guest Services.

Financial Responsibilities:

Enabler to EBITDA growth to $0.5B by 2028 (~44% CAGR) through Sales and Contact Center readiness to support launch of SSCs new products and services.

Optimal cost delivery of back office support functions. Ensures YoY cost improvement through various innovative and continuous improvement methodologies (Process, Technology, People).

Qualifications:

Bachelor of Arts, or Bachelor of Science in a related field required. Experience in designing and defining operational policies, processes, and procedures. Experience in defining quality standards for sales and customer support services.

Preferred experience in project management in contact center environments.

BS or Masters in process engineering preferred. An equivalent combination of education and experience acceptable. Professional training certification preferred. 30% travel required. This role requires collaboration with cross-functional teams. Office attendance is mandatory, as well as availability to attend outside of business hours online meetings.

Knowledge and Skills:

• Have a deep understanding of contact centres and how they function
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to solve practical problems; deal with a variety of concrete variables in situations where only limited standardization exists.
• Must possess excellent interpersonal skills.
• Should effectively build relationships and encourage collaboration in order to manufacture positive and significant outcomes.
• Able to identify training needs, conduct research, draw upon a variety of resources, propose targeted and creative solutions, and translate ideas into action.
• Possess strong leadership skills.
• Able to manage change, anticipates needs, and makes recommendations for improvement.
• Strong verbal and written communication skills required.
• Demonstrate strong initiative.
• Possess effective facilitation and presentation skills.
• Demonstrate consulting, project management and organizational skills.
• Demonstrate effective questioning and listening skills.

Physical Demands:

The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations. The employee is regularly required to sit, stand, write, review and type reports, compile data, and operate a pc. The employee communicates, listens, compares variables, and assesses information. The employee regularly moves about the office complex, and may climb, descend, lift or move 10 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations. The environment includes office location, and /or moving inside/outside the office. A high noise level is possible if visiting shipboard or offsite locations.