POSITION SUMMARY:
To manage a Service and Trade Sales business unit, Cir. 100 FTE responsible for delivering agreed sales and service metrics. The primary focus of the role is to achieve revenue targets and deliver a premium service to our Celebrity guests and the trade partner community. Operating in an omni channel environment - inbound and outbound calls - emails - Live Chat.
To coach, direct and motivate a team of supervisors to ensure that personal and team KPI's and objectives are met whilst staying true to the Celebrity/RCG brand vision and core values. Delivering against our World at your Service strategy ensuring that every interaction is Personalized, Knowledgeable and Genuine. (Celebrity Service WAYS culture) To manage and resolve escalated issues for both guests and trade partners. To drive continuous improvements in contact center efficiencies and revenue generation. Active member of the UK/I GTS leadership team.
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Managing Operations
Key accountabilities
- To lead the business unit to achieve the weekly and monthly performance targets:
- sales revenue targets both ticket and pre cruise planner,
- telephony and correspondences KPI's,
- Quality assurance metrics and CSATS targets.
- Working closely with the Training and Quality team:
- to drive efficiency to ensure that all team members can articulate WHY Celebrity and have the skills and knowledge to deliver one touch on every call.
- Cross and up skilling plans in place to manage peak traffic.
- Preventative measures in place to reduce errors and costs
- Working closely with the Work force planning manager to:
- set shift patterns and deliver agreed service metrics
- Continuous review of operational hours to ensure best utilization of resources.
- Build key stakeholder relationships with Sales team, CEC, L&D
- Own communication to team on all change
- Leading by example and ensuring that the business unit delivers to the brand/RCG value set.
- Own business unit Staff Satisfaction/engagement metrics
- Act as point of contact for guests and trade partner escalations - resolving issues with the support of relevant business units.
- Effectively support, communicate and deliver business change and marketing campaigns to ensure the team are well briefed and equipped to handle all communication interactions.