POSITION SUMMARY:

　　Responsible for managing the day-to-day operational activities and performance of approximately 6-10 Supervisors and the representatives that directly report to those supervisors. The organization is responsible for selling amazing cruise vacation experiences as well as providing a standard of excellence in service delivery to rival all competition. The Trade Support organization is responsible for selling amazing cruise vacation experiences as well as providing a standard of excellence in service delivery to rival all competition. The Manila Trade Support and Service manager would be responsible for teams that support both our trade organization and direct guests. Responsibilities include both B2B and B2C lines of business. Trade Support and Service handles over 8 million pre-cruise contacts per year and supports approximately $3 billion in revenue annually.

　　ESSENTIAL DUTIES AND RESPONSIBILITIES:

　　• Monitor, coach, and develop the performance of supervisors and front-line team members to ensure outstanding service delivery.

　　• Assess development needs, and performance improvement, ensure compliance with company procedure, and make recommendations to improve operational efficiencies and customer satisfaction.

　　• This role could be responsible for all lines of business within the Trade Support organization including, but not limited to, Individual Reservations, Guest Programs, Groups, STAR, Resolutions, and Project teams.

　　• Direct the efforts of the supervisory staff to optimize morale, enhance the skills and productivity of front-line agents, and ensures consistency in the application of company policies.

　　• Effectively manages resources to meet all corporate objectives, organization, and department KPIs including service levels, average handle time and its components, shrinkage, bookings per hour, call-to-booking ratios, quality assurance, customer satisfaction, and any other statistical metrics/goals established by the organization.

　　• Model enthusiasm, pride, and ethical business practices to enhance morale, provide a positive work environment, and respect the rights and dignity of others.

　　• Ensure that all members of the Trade Support and Service department that represent Royal Caribbean International conduct business in a manner that enhances our corporate reputation.

　　• Remain visible and approachable to all members of the department and ensure open, 2-way communication

　　• Interpret and implement company policies and procedures regarding customer relations and contact with the public.

　　• Ability to work with the workforce management team to identify headcount needs and examine these needs on a regular basis.

　　• Schedule rotation of worker assignments to improve the capabilities of personnel and develop workers' overall knowledge of department activities.

　　• Direct investigation of customer complaints regarding contact center issues and assist in preparing communications designed to improve customer relations.

　　• Maintain a positive work environment for Supervisors, Aspiring Leaders, and all front-line representatives.

　　• Interface with all internal functions in order to build effective business relationships, facilitate problem resolution, and process improvements.

　　• Appropriately delegate assignments and distribute organization responsibilities.

　　• Maintain harmony among both peers and subordinates and work quickly to resolve grievances.

　　• Any other duties and projects assigned by the Director, AVP, or VP of the Department.