Position Summary / Job Purpose:
As a Pre-Cruise Service Supervisor within Consumer Outreach, you will coach and develop a team of 20+ agents to achieve departmental goals while providing consistent, elevated hospitality under the Celebrity Way initiative. Responsible for leading a dynamic contact center team of domestic and offshore service professionals. Pre-Cruise Service Supervisors will track/document individual & team performance, provide regular one-on-one Coaching Sessions to Agents to achieve Sales & Service Goals, and lead team huddles and group coaching/development sessions. Delivers recurrent and new training as needed, and issues improvement plans and disciplinary actions for team members as required. Also responsible for resolving escalated issues, identifying opportunities, and implementing programs to improve the overall performance of the department.
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Essential Duties and Responsibilities:
- Conducts One-on-one with Agents, team huddles/briefings. Attends Human Resource meetings and conducts scheduled formal employee reviews. Issues letters for performance reviews and performance improvement plans, as well as for terminations.
- Monitors performance and provides individual performance feedback through coaching, goal setting, and creating a supportive, service-oriented environment.
- Leads team activities, recognition delivery and development and handle any facility concerns.
- Secures needed services, equipment or approvals for team members.
- Reports team statistics and performance to Consumer Outreach Managers and AVP.
- Reviews Quality Assurance for calls, Average Handle Time (AHT), phone statistics and survey. Floor walks, spot monitors calls / interactions with customers and conducts side by sides.
- Research complaints, issues / concerns from customers and travel agents.
- Ensures appropriate follow up, coaching of Agents and resolution of issues / concerns.
- Assist HR team with hiring processes. Organizes training needs and team movement.
- Reviews current practices with peer group to ensure consistent application of policy across locations and teams.
- Evaluates areas of concern, development of new ideas and processes with leadership team.
- Works with Consumer Outreach Operations team to ensure that department staffing levels and daily revenue reporting are met.
- Reviews and clarifies computer applications for employees and suggests improvements to management.
In a dynamic work environment, flexibility and collaboration are essential. Employees should be prepared to take on tasks outside their primary responsibilities when necessary to support the team and ensure operational efficiency. This may involve assisting colleagues, participating in cross-functional projects, or contributing to organizational initiatives.
Education, Experience, Knowledge & Skills:
- Bachelor's Degree or equivalent combination of education and experience required.
- At least one year supervisory or leadership experience preferred.
- Celebrity Cruises experience preferred.
- Ability to work well as a member of a team and quickly adjust priorities.
- Ability to train / coach employees to maximize performance.
- Knowledge of and experience with company policies, procedures and computer systems.
- Ability to communicate effectively in both verbal and written formats.
- Attention to detail, ability to multitask, and commitment to meeting deadlines.
- Microsoft Office and internal system proficiency required.
- Ability to use good judgment to resolve issues, make decisions, contribute to team discussions and recognize long term effects.