Immediately Require Manager, Contact Center Sales and Support- Remote US in Seattle, WA

Job title: Manager, Contact Center Sales and Support- Remote US

Company: Seabourn

Job description: Job Description



At Seabourn, we are passionate about travel. We believe that traveling for pleasure has a redemptive power that enriches people's lives. And we believe that people should travel well. Seabourn pioneered small-ship, ultra-luxury cruising, and continues to represent the pinnacle of that unique style of travel.



We're looking for an amazing Contact Center Sales & Support Manager professional to fill this role. This is remote-based, work-from-home position. You'll be responsible for ensuring the effective utilization of departmental staff by monitoring individual and team performance in relation to department objectives. Through Quality Assurance, ensures the highest level of voice and digital customer service is maintained. Builds relationships with and/or knowledge of Seabourn's top tier Club Members and trade partners to retain brand loyalty and increase revenue through customer satisfaction. Builds and maintains relationships with Seabourn Sales and Commercial Teams to ensure alignment and support for brand initiatives. Leads change management for brand initiatives relating to contact center operations.



Here's a summary of what Seabourn is looking for in its Contact Center Sales & Support Manager. Is this you?



Responsibilities

• Manages the customer service and administrative functions including reservations, concierge, groups, sales support, ship services, and onboard events. Streamlines processes and procedures for customer service teams including all on board and group needs. Oversee redeployments and non-standard operations communications and guest rebooking.


• Monitors staff/department performance against service level objectives. Ensures supervisors perform monthly scorecard reviews and annual staff appraisals. Responsible for screening, interviewing and selecting department supervisors, as needed. Ensure training modules are up to date for all department positions and mandatory trainings are completed in a timely manner.


• Works closely with Workforce Management to ensure staffing levels and schedules meet department requirements to ensure service level objectives are achieved. Participate in ERO activation associated with incidents or non-standard operations. Responsible for the teams' timely completion of audit reports.


• Responds to manager related or escalated issues, includes supporting senior and executive leaders.


• Maintains detailed personnel files with specific emphasis placed on flawless record keeping of disciplinary actions taken (verbal, written warnings) against an employee who fails to adhere to company or departmental policy or achieve performance or service standards.


• Ad hoc projects and duties as assigned by Sr. Director.


• Responsible for ticket creation and prioritization for Siebel enhancements for Reservations.


• Responsible for collaborating with the RM team to ensure all new promo related info is published in a timely manner

• Minimum 5 years of experience leading a customer service and/or call center department


• Extensive experience working within a customer service centric atmosphere


• Experience building, leading and mentoring a team


• Demonstrated policy and process improvement methodology and results


• Exceptional communication skills that can be shared with a wide audience while remaining clear, concise and diplomatic


• Strong computer skills, including MS Office products


• Strong organizational skills, including MS Office products, and excellent follow-through


• Strong analytical skills


• Proven leader that inspires employee commitment, loyalty and motivation though progressive workplace practices that foster teamwork, open communication, safety, respect, sincerity, helpfulness, courtesy and humility.

• Cruise and Travel Privileges for You and Your Family


• Health Benefits


• 401(k)


• Employee Stock Purchase Plan


• Training & Professional Development


• Tuition & Professional Certification Reimbursement


• Rewards & Incentives


• Base Salary Range: $74,000.00 to $99,900.00. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely.

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