Manager, Crew Support & Experience

Position Summary

The Manager of Crew Support & Experience is a Manager of managers role. It reports directly to the Sr Director of Crew Support & Experience. The role is responsible for implementing strategic and tactical initiatives that will ensure that the Crew Support & Experience team members are meeting and exceeding business objectives while consistently achieving all financial and operational targets. It is expected to collaboratively partner with other members of the wider team in HR to deliver outstanding crew support & experience. They are also responsible for managing shifted supervisors, tier 2 and tier 1 agents, ensuring all crew and crew customer inquiries are handled correctly and in a timely manner.

Essential Duties And Responsibilities

List the 8-10 key areas of responsibility in descending order, with the responsibility requiring the most amount of time first. Use specific action verbs such as “manages”, “analyzes”, “files”, etc.

• Accountable for the overall output and performance of the Crew Support & Experience team including, but not limited to, delivering KPI targets on day-to-day basis, service levels, customer experience, quality measures, and compliance measures
• Responsible for managing shifts ensuring all crew and crew customer inquiries are being handled correctly and timely
• Ability to work with high volume intake, high level stress, and manage high complexity cases
• Responsible for the development of the operational talent by optimizing the skills of the team
• Responsible for the development and execution of a sustainable business continuity plan; and Succession planning to ensure key roles are filled and individual talent is recognized
• Motivate and effectively manage, and regularly coach team leaders and supervisors within the crew support & experience team to ensure delivery of overall targets and business plan
• Manage and develop the operational customer relationships by conducting (where appropriate) operational review meetings and day to day ops liaisons
• Create a culture that promotes and highlights further opportunities for services and process improvements
  
  

Financial Responsibilities

List any responsibilities for budget, expenses and/or achievement of revenue targets in US Dollars.

• Meet / Exceed financial targets set by the company
• Proactive financial management by working closely with the Sr Director and aligning and effectively
  
  

controlling operational costs and avoiding unnecessary / unplanned spends

Qualifications

List the minimum level of education and experience required to perform the work at the job's entry level.

• Graduate of a 4-year degree from an accredited college/university in a related field and/or previous related professional level experience in one or more of the following functions: workforce scheduling, succession planning, recruiting and/or logistics services, HR Operations
• At least 5 years' experience in managing people managers and a team of at least 60 headcounts
• Experience of working in an Outsourcing or contact center operation.
• Essential Experience/Skills: Extremely strong contact center management experience is essential to be a success in this role
• Understands complexities of contact center operations (technology, process, schedule, etc.)
• Experience in reporting, trends analysis, and presentations
• Experience in workforce and staffing management for a 24/7 operations.
• Knowledge in immigration and visa requirements related to seafarers in various geographical areas; and applicable flag state/port state regulations relative to seafarers training, licenses, and certifications.
• Proficient in MS Office (Word, Excel, PPT) with experiences in MS Project and MS Visio
• Flexibility to work in a shifting schedule, primarily in the graveyard shift, and during local holidays
  

Knowledge And Skills

List specific knowledge and skills necessary to perform this job related to the Essential Duties and Responsibilities identified above. Specific physical and/or cognitive requirements that are essential parts of the job.

• Excellent leadership, people management, communication and influencing skills at a senior level
• Ability to demonstrate achievement of results e.g. business improvements, cost savings, efficiency gains, productivity improvements
• Ability to demonstrate been able to translate business strategy into day-to-day delivery
• Proven ability to train, coach, and mentor direct reports
• Able to set up the correct metrics for the team to ensure ultimate crew support and experience
• Process documentation and Governance skills: Process Mapping, Desktop Procedures, Segregation of Duties, Risk and Issues Tracking, Compliance Testing, Back-up and Succession Planning
• Knowledge of any GDS system and how it works