Supervisor, Crew Support & Experience

Royal Caribbean Group


Date: 2 weeks ago
City: Pasay
Contract type: Contractor
Essential Duties And Responsibilities

  • 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.

Qualifications

  • 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

  • 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

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