Sr. Lead - Sailor Services-1

The Gig:

The Sailor Services Sr. Lead will be responsible for providing support to our Sailor Services Team Leads.  The Sr. Lead will interact with internal partners and external customers in order to successfully manage Sailor, First Mate and Senior Leadership escalations.  This role will lead the Sailor Services Team Leads in escalated matters to resolve situations and remove barriers to excellence.  The Sr. Lead will also ensure that our overall SLAs are being met.

What You'll Be Up To:

• Work with WFM and Team Leads to manage our daily labor needs to ensure we are being fiscally responsible and meeting our SLA 

• leverage internal relationships to influence others to help support and solve when external departments are required to provide services

• Assist Sailors, First Mates regarding any concerns or problems pertaining to bookings, policies, and procedures either directly or by contacting the appropriate department for resolution assistance

• Point of contact for all major escalations that come through Senior Leadership Team and ensure they are tracked and resolved in a timely manner

• Hold weekly huddles with Team Leads to ensure they have most up to date information

• Hold bi-weekly 1:1 with Team Leads to coach, mentor and develop

• Monitor phone skills, queue, and phone statuses for Team Leads

• Conduct detailed research on bookings as needed utilizing Salesforce, Seaware, MXP, Ring Central and other internal systems

• Ensure our crew understand and comply with all procedures and  policies

• Evaluate individual Sailor or First Mate situations escalated from the Team Lead and authorize relevant forms of heroic recovery pre-cruise, during and post-cruise

• Identify and troubleshoot any system or phone issues, and if necessary contact appropriate technical support

• Communicate effectively with leaders, peers, co-workers, and internal/external contacts through both oral and written skills

• Provide support with training curriculum preparation and presentation as required

• Provides coaching and feedback to Team Leads on Sailor Solutions service issues at a supervisor authority level

• Analyzes problems giving careful attention to cost implications of compensation and reach independent decisions for resolutions 

• Maintain CRM regarding nature of issues and concerns and detailed records of all cruise credits, shipboard credits, and refunds

• Performs follow-up and resolution of problems and reports back to Senior Leadership as needed

• Provide guidance and support to Team Leads with any inquiries

• Coach Team Leads in improving service delivery

• Analyze learning objectives for each sailor services team

• Design ways of optimizing procedures and keeping teams motivated and engaged

SuperPowers Required:

• A minimum of 5 years of customer service experience 

• A minimum of 2-4 years in a supervisory role

• Must possess excellent customer service and problem-solving skills 

• 3-5 years of travel industry experience is also preferred

• Able to perform work in a sitting position and to view a computer screen for extended periods (for up to an entire shift period notwithstanding scheduled breaks and lunches)

• Ability to hear and speak clearly using a telephone headset for the purpose of continuously answering inbound telephone calls

• Must conform to a flexible schedule including daily shifts, nights, weekends and holidays

• Ability to work in a call-center environment (open cubicles in close proximity to others, exposure to continuous background noise)

• Comply with internal policies, guidelines, and conduct standards

• Strong interpersonal relations skills

• Strong analytical, organizational and decision-making skills

• Must possess the ability to create accurate, error-free work

• Must have knowledge of travel-related issues

• Proven ability to prioritize tasks and work well in a fast-paced, high-growth environment 

What