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Supervisor, Global Back Office Resolutions

4 months ago

Miami, Florida, United States Royal Caribbean International Full time

Journey with us Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

Position Summary:

Global Back Office Resolutions Leader is responsible for managing the performance of a team with 3-5 staff, Specialist and Agent level. This team is the escalation point for executive escalations when ticketing expertise is required. The leader of this team is a critical role in providing guidance and support to the team when needed on understanding options in high-cost scenarios. Leader is responsible for managing and handling executive level escalations that cannot be resolved by the team and require leadership level contact with the customer. The leader of this team is responsible for the coaching, training, and calibration with all team members to continuously work of complex scenarios. This role is also responsible for identifying process gaps that cause service failures and financial loss for immediate correction. This role must be a subject matter expert back-office tools, applications, and processes.

Essential Duties and Responsibilities:

  • Responsible for managing a team of 3- 5 staff, Specialist and Agent level.
  • This team is the escalation point for executive escalations when ticketing expertise is required.
  • The leader of this team is a critical role in providing guidance and support to the team when needed on understanding options in high-cost scenarios.
  • Leader is responsible for managing and handling executive level escalations that cannot be resolved by the team and require leadership level contact with the customer.
  • The leader of this team is responsible for the coaching, training, and calibration with all team members to continuously work of complex scenarios.
  • Responsible for identifying process gaps that cause service failures and financial loss for immediate correction. This role must be able to work within multiple GDS and be a subject matter expert back-office tools and processes.
  • Adapts and coached team on changing circumstances in the airline marketplace (lower contracted rates, airline strikes, airline related work stoppages, schedule changes, etc.) that may monetarily impact the ticket changes made by travel partners and/or direct guests.
  • Participates in special projects as assigned by Supervisor/Manager.
  • 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. May be required to perform other job-related duties as needed by operation.

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 shipboard employee occupying this position. Shipboard employees will be required to perform other job-related duties assigned by their supervisor or management.

Qualifications, Knowledge & Skills:

  • Five plus years' experience in travel, airline industry required with skills in customer problem resolutions.
  • 1 plus years of management
  • Leadership Skills
  • Clear understanding of airline tariffs and fare rules required.
  • Expert in GDS systems and formats (Amadeus, Sabre) required.
  • Strong analytical and reporting skills required.
  • Proficient in Excel, Word, Lotus Notes and Hyperion Excellent writing and verbal communication skills.
  • Strong customer service skills
  • Adaptable to changing business environment Excellent time management, organizational, interpersonal and communication skills (verbal and written) to interact with vendors, internal departments, and management.
  • Must demonstrate high level of initiative, be self-motivated and disciplined.

We know there is a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We will hope to see you onboard soon

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.