Supervisor, Crew Support & Experience

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.

• Manage the daily operations and the productivity of direct reports. Ensure that objectives are consistently met, such as the required service levels and KPI’s for Calls and Chats.
• Conduct regular performance reviews and provide consistent feedback to direct reports and management. Monitor performance and implement improvements.
• Ensure resolution time frames are achieved along with the delivery of quality customer service.
• Coordinate and monitor the work product between Tier 1 Agents and resolution partners.
• Continually review internal application systems, procedures and processes to ensure operational efficiency.
• Work closely with Senior Support by communicating Team’s expectations; planning, monitoring, and appraising Team’s results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.
• Improve processes and policies in support of the Organization goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations and procedures.
• Plan the coverage to achieve the required staffing. Establish contingency plan coverage for any scheduled downtime, connection issues, weather interruption etc.
• Establish organization structure. Delegate tasks and accountabilities. Establish work schedules. Supervise Crew Support Agents. Monitor and evaluate performance.
• Liaison with top management. Assist in the development of strategic plans for operational activity.
• Provide guidance and monitor communications and transactions between Tier 1 / Tier 2 Agents and HR Center/Crew Office regarding any last-minute changes to a travel itinerary, shipboard employee joining date due to an unforeseen delay, etc.
• Provide guidance and monitors interactions with vendors and other departments on crew related matters to ensure a fast and efficient resolution to any situation.
• Facilitate coordination and communication of any concerns that are beyond norms and escalate to Managers as appropriate.
• To stay current with all policies and procedures noted in SQM (Safety & Quality Management), CBA (Collective Bargaining Agreement) and or any other material which pertains to shipboard personnel; and provide any updates to the team.
• To work outside of normal business hours as needed;
• Needs to be able to work in a fast-paced environment with the Managers on any financial decisions to resolve emergency travel situations.
• To take on any other duties and responsibilities that may be assigned from time to time.
  
  

Financial Responsibilities

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

• Ability to analyze cost impact for travel needs associated with the movement of personnel within the fleet.
• Responsible for ensuring best booking practices so to manage the Travel Budgets of shipboard and shore side
  
  

Qualifications

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

• 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.
• Knowledge and experience in organizational effectiveness and operations management.
• Knowledge of business and management principles and practices
• Working knowledge of general/organizational shipboard functions and concepts.
• Knowledge of world geography and time differences.
• Knowledge of applicable immigration and visa requirements related to seafarers in various geographical areas.
• Working knowledge of applicable flag state/port state regulations related to seafarers training, licenses and certifications.
• Ability to read/write English in order to understand/interpret written procedures and emails.
• A minimum of 5 years in Travel.
  
  

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 (lifting, standing for extended periods of time, attention to detail, hearing, carrying, moving, pushing/pulling, climbing, etc.), should be described clearly and precisely.

• Ability to communicate verbally/writing in a professional business-like manner with all levels of the organizations to gather and relay information in a multinational environment.
• Ability to work productively and mechanically under strict time constraints and stressful situations.
• Working knowledge of computers, internet and navigate within a variety of Microsoft software packages.
• Requires expertise in a GDS system, preferably Sabre.
• Knowledge and understanding of airline contracts and fares.
• Ability to work under pressure while maintaining accuracy
• Ability to work efficiently without supervision
• Outstanding organizational skills and attention to detail
• Previous travel industry experience in a similar role, ideally within the corporate travel sector
• Excellent people management, leadership and motivational skills
• Good presentation skills
• Flexible and adaptable approach