Senior Manager, Global Contact Center Support Operations

1 month 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 and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

The Royal Caribbean Group's Silversea Cruises brand has an exciting career opportunity for a full time Senior Manager, Global Contact Center Support Operations on the Sales Team reporting to the AVP, Global Guest Services.

This position will work onsite in Miami, Florida

Position Summary:

Sr Mgr SSC Global Contact Centre Operations is responsible for providing the strategic direction, leadership, and success of the Sales Support and Services thus enabling seamless operations of the Global Direct Sales and Trade Support teams at Silversea.

This position will be accountable for the seamless delivery of global contact center back-office support functions such as Reservations Admin, Resolutions Desk, Documentations, Special Services, Group Services to all sales channels especially Trade Reservations and Direct Sales for all markets.

As a position of influence, this role will be responsible for the seamless support and confirmed service readiness 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, etc).

Essential Duties and Responsibilities:
  • Provide the strategic direction for the global contact center support services teams by devising processes and procedures to align with the activities of Silversea globally.
  • Ensure that all back-office support functions manage transactions and interactions through the email, voice, chat platforms with full monitoring, reporting, and analytics responsibilities associated like the same monitoring, reporting, and analytics available on voice PABX.
  • Monitor contact center back-office volume forecasting and capacity planning and rectify as needed.
  • Ensure appropriate level of resources are trained, available, and online to support the back office needs of both contact center agents and external audience in the areas of: Resolutions Desk, Reservations Admin, Groups Services, Documentations, Special Services.
  • Being accountable that back-office interactions meet with Service Level Agreements with external and internal audience.
  • Monitor and report back-office performance against SLAs.
  • Provide the appropriate coaching, training, and development of back office resources to enable seamless delivery of SLAs.
  • Work with hiring managers to ensure the hiring of right skilled talents for the back office function.
  • Ensure that back-office functional support is delivered at the highest levels of efficiency and optimal cost.
  • In partnership with front office contact center, QA and Process Management functions, ensure that back office processes are constantly reviewed for continuous improvement including automation that will keep Silversea's level and quality of service to par if not the industry standard.
  • Perform periodic industry and market benchmarks to bring innovation and enhancements into the back-office contact center operations of Silversea.
  • 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.
  • Create and drive activities of cross-functional taskforces for readiness to new product and services' launches.
  • Ensure 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.
  • May perform other duties and responsibilities as needed by the business and guided by the AVP, Guest Services.
Qualifications, Knowledge and Skills:
  • Bachelor of Arts, or Bachelor of Science in a related field required. BS or Masters in process engineering preferred.
  • 5 -10 years in a leadership role in a contact center environment. Experience in designing and defining operational policies, processes, and procedures. Experience in defining quality standards for sales and customer support services.
  • Professional training certification preferred.
  • 30% travel required.
  • Have a deep understanding of contact centers and how they function.
  • Worked in a contact center at a leadership level.
  • Ability to forecast and plan for capacity to deliver to targeted SLAs. (Ability to perform complex mathematical analysis on performance metrics. This includes trend analysis, statistical analysis, interpolations, and regression analysis. More basic mathematical skills are also required including the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals).
  • Ability to design and roll out reports, or engage appropriate resources and SMEs, to effectively monitor back office functional delivery against targets.
  • Ability to proactively root cause and analyze gaps between actual service performance vs SLAs and permanently resolve.
  • Ability to compute rate, ratio, percentage, draw and interpret multiple graphical representation.
  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
  • 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 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 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.
We know there's 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'll 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.

#LI-SR1

  • Sr. Manager, Contact Center Operations

    2 weeks ago

    Miami, Florida, United States UOMUOMUS Full time

    Current Employees:If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position using the Career worklet, please review this tip sheet.The University of Miami/UHealth Department of UHealth Connect has...

  • Global Project Management Senior Manager

    19 hours ago

    Miami, Florida, United States Boston Consulting Group Full time

    WHAT YOU'LL DOAs a Senior Manager within BCG's Global Practices, you will take ownership of the management and coordination of the regional agenda, business strategy, and workforce planning, ensuring seamless execution of all practice activities in the region. Collaborating closely with Practice Area leadership and senior stakeholders, you will oversee daily...

  • Senior Manager of Global Practice Projects

    5 days ago

    Miami, Florida, United States Boston Consulting Group Full time

    ROLE OVERVIEWAs a Senior Manager within BCG's Global Practices, you will take ownership of the management and coordination of the regional agenda, business strategies, and personnel planning, ensuring the seamless execution of all activities within the Practice Area. In collaboration with Practice Area leadership and key stakeholders, you will oversee daily...

  • Emergency Operations Center Specialist

    4 days ago

    Miami, Florida, United States Terrestris Global Solutions Full time

    Terrestris Global Solutions is seeking qualified candidates for the role of Incident Command Subject Matter Expert (IC SME) to enhance training and strengthen capabilities within the SOUTHCOM AOR. The training sessions will span 7-10 days and may involve both weekdays and weekends. Our organization is dedicated to providing collaborative assistance to local...

  • Emergency Operations Center Specialist

    2 days ago

    Miami, Florida, United States Terrestris Global Solutions Full time

    Terrestris Global Solutions is seeking qualified professionals for the role of Incident Command Subject Matter Expert (IC SME) to enhance training and capacity development in various operational areas. The training sessions will span from 7 to 10 days and may occur on both weekdays and weekends. Our mission is to provide collaborative assistance to local...

  • Senior Sales Operations Manager

    2 hours ago

    Miami, Florida, United States Vonage Full time

    Senior Inside Sales ManagerVonage is on the lookout for an experienced Senior Inside Sales Manager to guide our exceptional sales team in driving revenue expansion within the Software as a Service (SaaS), unified communications, and contact center domains. As a prominent provider of cutting-edge SaaS solutions, we specialize in unified communications and...

  • Senior Manager, Unified Communications and Collaboration

    4 weeks 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 and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.The Royal Caribbean Group's IT Team has an exciting career...

  • Global Risk Assessments Manager

    3 weeks ago

    Miami, Florida, United States Japan Tobacco International Full time

    We're JTI, Japan Tobacco International and we believe in freedom. We think that the possibilities are limitless when you're free to choose. In fact, we've spent the last 20 years innovating, creating new and better products for our consumers to choose from. It's how we've grown to be present in 130 countries.But our business isn't just business. Our business...

  • Regional Operations Manager

    2 days ago

    Miami, Florida, United States OLYMPUS - Alabama Full time

    Job Summary:The Regional Operations Manager is responsible for overseeing the overall management, coordination, and execution of janitorial and maintenance services at multiple client locations for Olympus - Alabama. This role requires constant travel between various facilities to ensure all centers meet the highest standards of cleanliness and maintenance,...

  • Senior Manager of Aviation Operations

    5 days ago

    Miami, Florida, United States Lennar Homes Full time

    Senior Manager of Aviation OperationsAbout LennarLennar stands as a prominent leader in the homebuilding industry, committed to delivering exceptional experiences for Homeowners, Communities, and Associates. Our mission revolves around constructing quality homes, providing outstanding customer service, and contributing positively to the communities we serve....

  • Regional Operations Manager

    3 hours ago

    Miami, Florida, United States OLYMPUS - Alabama Full time

    Job Summary:The Regional Operations Manager is responsible for overseeing the overall management, coordination, and execution of janitorial and maintenance services at multiple client locations for Olympus - Alabama.This role requires frequent travel between various facilities to ensure all centers meet the highest standards of cleanliness and maintenance,...

  • Senior Manager of Aviation Operations

    5 days ago

    Miami, Florida, United States Lennar Homes Full time

    Senior Manager of Aviation OperationsAbout LennarLennar stands as a premier homebuilder in the United States, committed to delivering an exceptional experience for Homeowners, Communities, and Associates. Our mission encompasses constructing quality homes, providing outstanding customer service, and actively contributing to the communities we serve, all...

  • Senior Manager of Aviation Operations

    5 days ago

    Miami, Florida, United States Lennar Homes Full time

    Senior Manager of Aviation OperationsAbout LennarLennar stands as a prominent leader in the homebuilding industry, committed to delivering an exceptional experience for our Homeowners, Communities, and Associates. Our mission is to construct quality homes while providing outstanding customer service, contributing positively to the communities we serve, and...

  • Senior Operations Manager, Satellite Services

    5 days ago

    Miami, Florida, United States University of Miami Full time

    Current Employees: If you are currently employed at the University of Miami, please log in to Workday to utilize the internal application process. For guidance on applying for faculty or staff positions using the Career worklet, please refer to the appropriate resources. The University of Miami UHealth/SoLé Mia is set to launch a new facility that will...

  • Senior Operations Manager, Satellite Services

    5 days ago

    Miami, Florida, United States University of Miami Full time

    Position Overview: The University of Miami is seeking a full-time Senior Operations Manager for our Satellite Services. This role is essential in overseeing the daily operations and administrative functions of a high-level satellite practice. The successful candidate will collaborate closely with the Director of Satellite Practice to ensure optimal...

  • Senior Operations Manager, Satellite Services

    2 hours ago

    Miami, Florida, United States University of Miami Full time

    Current Employees: If you are currently employed at the University of Miami, please log in to Workday to utilize the internal application process. For guidance on applying for faculty or staff positions through the Career worklet, please refer to the provided resources. The University of Miami UHealth/SoLé Mia is set to launch a new facility aimed at...

  • Manager, Client Relation Center Miami

    2 months ago

    Miami, Florida, United States Baume Mercier Full time

    Are you a good match? For the Manager, Client Relations role, we are looking for the ideal candidate to have the following experiences and skills:Education: College or technical degree preferredRequired Experience: 3+ years in people management, especially in luxury, retail, hospitality, or other fast paced customer-focused environments Substantial...

  • Global Logistics Operations Specialist

    6 days ago

    Miami, Florida, United States Radiant Logistics Inc Full time

    Company OverviewRadiant Logistics Inc. is a prominent third-party logistics provider dedicated to delivering comprehensive global transportation and enhanced logistics services to its clientele across North America. With a strong emphasis on technology-driven solutions, Radiant offers an extensive array of services including freight forwarding, brokerage,...

  • Senior Manager, Recruitment

    4 weeks ago

    Miami, Florida, United States Royal Caribbean International Full time

    Job Title: Senior Manager, Recruitment - Food & Beverage/Culinary Operations Reports to: AVP, Talent Acquisition Direct Reports: NonePosition Summary:This role supports global shipboard recruitment operations and the talent acquisition team. The Sr. Manager will support Talent Acquisition on process enhancement, performance management, and project delivery...

  • Senior Market Manager

    2 months ago

    Miami, Florida, United States Expedia Full time

    If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form. This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the...