Manager, CC Operations

POSITION SUMMARY The Operations Manager is responsible for managing the day-to-day contact center functionality of the Silversea Consumer Sales and Trade Reservations teams, ensuring efficient and effective workflows, optimizing operational processes, facilitating effective communication and collaboration with relevant stakeholders, and maintaining high standards of quality and productivity. This role supports and develops teams to ensure that they are meeting and exceeding department goals and KPIs. The OM also helps ensure compliance with company procedures across all access channels. The Manager identifies areas of opportunity to improve Silversea policies and process improvement opportunities with the goal of improving guests’ interactions with our brand.

Operational Oversight

• Manage and oversee daily business operations.
• Ensure operational efficiency and effectiveness through strategic planning and process optimization.
• Monitor and analyze operational performance metrics.
• Identify areas for process improvement and implement effective solutions.
• Effectively manages resources to meet all corporate objectives, determines and measures important metrics in order to effectively identify areas of strength and areas needing improvement including service levels, conversion rates, compliance, quality standards, and any other statistical measurements/goals.
• Ensure efficient allocation and utilization of resources, budgets, or costs.

Team Leadership

• Lead, mentor, and develop the operation teams, fostering a collaborative and high-performance culture.
• Facilitates an environment where coaches are completing performance appraisals and providing constructive feedback.
• Coordinates and supports employee engagement activities with direct and trade teams, including the design and implementation of various programs aimed at motivating employees and maintaining high levels of job satisfaction.

Stakeholder Communication

• Partners with all internal and external functions to build effective business relationships, align operational goals, facilitate problem resolution, and process improvements.
• Maintains strong productive relationships among peers, subordinates, and superiors.
• Builds a network of support for improved communications and partnerships among teams and departments internally and externally.
• Prepare and present operational reports.

Risk Management

• Identify and mitigate operational risks to minimize disruptions.
• Ensure compliance with health, safety, and occupational regulations.
• Serves as a leader in crisis situations and provides valuable feedback and insight during situational response meetings as they pertain to guest or trade partner handling, and communications.

Performs other duties

• This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

• Bachelor’s degree or equivalent preferred and minimum 5 years’ experience in industry or related field.
• Successfully demonstrated leadership experience of at least 3 years in sales or service call center environment, preferably in the Travel Industry
• COPC certification, Lean Six Sigma, PMP, is a plus
• Strong leadership and team management skills.
• Excellent problem-solving and analytical abilities.
• Proficiency in project management and process improvement methodologies.
• Effective communication and interpersonal skills
• Adaptable and flexible to changing business needs
• Strong business acumen
• Ability to grasp/learn complex concepts quickly and independently.
• Proficiency with email, office programs, and mathematical ability
• Physical Demands - the physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to talk, listen, and hear. The employee is frequently required to walk, sit, and use hands to operate a personal computer. Specific vision abilities required by this job include close vision and color vision.
• Work Environment - the work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The environment includes that of a standard office and moving inside/outside the office. Job may require occasional travel. The noise level in the work environment is usually moderate.