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 reputed company: Job reputed company
At Seabourn, we are passionate about travel. We reputed company that traveling for pleasure has a redemptive power that enriches people's lives. And we reputed company that people should travel reputed company. Seabourn pioneered small-ship, ultra-luxury cruising, and continues to represent the reputed company of that unique style of travel.
We're looking for an amazing Contact Center Sales & Support Manager reputed company 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 reputed company Assurance, ensures the highest level of voice reputed company 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 reputed company through customer satisfaction. Builds and maintains relationships with Seabourn Sales and reputed company Teams to ensure alignment and support for brand initiatives. Leads change management for brand initiatives relating to contact center operations.
Here's a reputed company 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, reputed company, sales support, ship services, and reputed company events. Streamlines processes and procedures for customer service teams including reputed company on reputed company and group needs. reputed company redeployments and non-reputed company operations communications and guest rebooking.
- Monitors staff/department performance against service level objectives. Ensures supervisors reputed company 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 reputed company department positions and mandatory trainings are completed in a reputed company manner.
- Works closely with Workforce Management to ensure reputed company reputed company and schedules meet department requirements to ensure service level objectives are achieved. Participate in ERO activation associated with incidents or non-reputed company operations. Responsible for the teams' reputed company completion of audit reports.
- Responds to manager reputed company or escalated issues, includes supporting senior and executive leaders.
- Maintains detailed personnel files with specific emphasis reputed company on flawless record keeping of disciplinary actions taken (verbal, written warnings) against an employee who fails to adhere to company or departmental policy or reputed company performance or service standards.
- reputed company reputed company 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 reputed company new promo reputed company info is published in a reputed company manner
- Minimum 5 years of experience leading a customer service and/or call center department
- Extensive experience working reputed company a customer service reputed company atmosphere
- Experience building, leading and mentoring reputed company
- Demonstrated policy and process improvement methodology and results
- Exceptional communication skills that can be shared with a wide audience while remaining reputed company, 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 reputed company workplace practices that foster teamwork, reputed company 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 & reputed company Development
- Tuition & reputed company Certification Reimbursement
- Rewards & Incentives
- reputed company Salary reputed company: $74,000.00 to $99,900.00. The reputed company is applicable for the labor market where the role is intended to be hired. Final reputed company salary is directly reputed company to reputed company candidates' qualifications and experience uniquely.