• Job Description

  Req#: 6881
  Advantages of Joining Our Team:
  
  - Opportunity to work for a company passionate about travel and enriching people's lives
  - Be part of a pioneer in small-ship, ultra-luxury cruising
  - Remote-based, work-from-home position
  - Responsible for ensuring effective utilization of departmental staff
  - Monitor individual and team performance to achieve department objectives
  - Maintain the highest level of voice and digital customer service through Quality Assurance
  - Build relationships with top tier Club Members and trade partners to increase revenue
  - Collaborate with Seabourn Sales and Commercial Teams to support brand initiatives
  - Lead change management for brand initiatives related to contact center operations
  
  Responsibilities:
  
  - Manage customer service and administrative functions including reservations, concierge, groups, sales support, ship services, and onboard events
  - Streamline processes and procedures for customer service teams
  - Oversee redeployments and non-standard operations communications
  - Monitor staff/department performance against service level objectives
  - Ensure supervisors perform scorecard reviews and staff appraisals
  - Screen, interview, and select department supervisors
  - Ensure training modules are up to date and mandatory trainings are completed
  - Work closely with Workforce Management to meet staffing level requirements
  - Respond to manager-related or escalated issues
  - Maintain detailed personnel files and disciplinary actions records
  - Complete ad hoc projects and duties as assigned
  - Responsible for ticket creation and prioritization for Siebel enhancements
  - Collaborate with the RM team to publish promo-related info
  
  Requirements:
  
  - Minimum 5 years of experience leading a customer service and/or call center department
  - Extensive experience in a customer service centric atmosphere
  - Experience building, leading, and mentoring a team
  - Demonstrated policy and process improvement methodology and results
  - Exceptional communication skills
  - Strong computer skills, including MS Office products
  - Strong organizational skills and excellent follow-through
  - Strong analytical skills
  - Proven leader that inspires employee commitment, loyalty, and motivation
  
  Additional Information:
  
  - 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. Final base salary is based on qualifications and experience.

• About the company

  Carnival Corporation & plc is a British-American cruise operator, currently the world's largest travel leisure company, with a combined fleet of over 100 vessels across 10 cruise line brands.

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