Manager, CEL International Contact Center

Position Summary:

Responsible for the overall sales and operational delivery of the specific market for the International region The primary objective is to maximise revenue generating opportunities identify efficiencies and ensure the quality to the customer is constantly above brand and company expectations focusing on aligning with each brands strategic priorities and delivering a supportive and effective leadership team achieving profitable Passenger generation by managing the development and overall performance of the Consumer Outreach Coaches and Agents

The role is accountable for maxinmising the teams performance through efficient ways of working within the operational and sales processes in the contact centre working closely with the markets GTS Mangers to develop and support the business needs and priorities

Essential Duties and Responsibilities:

• Manage KPI's and SLA's of all lines of business working closely with the GTS Managers to continuously improve sales performance and Maximise guest experience

• Deliver effective working relationships with key stakeholders exchanging feedback on weekly basis being accountable to the markets leaders by ensuring teams performance and focus align with brand strategies

Responsible for developing Leadership teams to effectively lead their respective employees to maximize performance and sales Managing all aspects of this area including developing and coaching employees establishing strategic goals objectives and measurements monitoring team and individual performance managing tools and technology and driving measurable improvements to Sales Customer Service operating efficiencies

• and costs through the review of reports and key metrics

Participates actively in meetings with market leaders to discuss strategies

• report out on performance and provide feedback

Provides the Consumer Outreach Coaches with goals coaching and feedback to facilitate their professional growth the performance of their team

• and their contribution to the organization

Directs the efforts of the Consumer Outreach Coaching staff in order to optimize performance morale enhancing their skills and productivity Ensures compliance and consistency in the application of company policies and Quality Assurance Standards

• makes recommendations to improve center efficiencies and customer satisfaction

• Working with the leadership Team and Market Managers to Develop and implement sales strategies and tactics focusing on optimizing CO Inbound Sales production via the Siebel database system

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 Pax attainment abandonment conversion (call to booking ratios) shrinkage compliance QA standards

• Cabin category mix/revenue and any other statistical measurements/goals

Ensures QA program is developed and is consistent with the strategy described by the business Ensures on-going fit to strategy recommending re-calibration and/or redesign for shifting priorities or in the event that the program is not producing needed results Ensures that all members of the Consumer Outreach Inbound Sales Team represent Royal Caribbean International in a manner that enhances our corporate reputation while meeting its strategic goals and objectives
Recommends interprets and implements company policies and procedures regarding all aspects of supporting Direct Guests and Travel Partners Ensures all employees meet the highest standards of ethical behavior Remains visible and approachable to all members of the Consumer Outreach Department to ensure open

• 2-way communication

Successfully lead employees and partners with Human Resources in the screening and selection process on-going employee management provides developmental opportunities for consumer outreach employees manages the performance improvement/disciplinary processes

• and ensures the performance appraisal process is completed in a fair and timely manner

Interfaces with all internal functions in order to build effective business relationships facilitates problem resolution and process improvements Appropriately delegates assignments and authority Maintains strong productive relationships among peers

• subordinates and superiors

• Plays an active role in any required development and execution of both agent and Coach incentive plans to ensure recognition and reward for the behavior changes that are going to make the organization successful

Performs other duties as required 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

Financial Responsibilities

Responsible to achieve Market and departmental goals as determined by senior management Goals vary year to year

Qualifications:

• 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
• Extensive sales and call center experience preferably in the Travel Industry
• Extensive training and coaching skills

Knowledge and Skills:

• Inbound Sales call center background and experience essential to overall operation of business
• Strong sales experience and customer service background essential
• Strong record of successful direct to consumer sales and service preferred
• Strong business acumen
• Ability to achieve results within budget and target deadlines
• Ability to grasp/learn complex concepts quickly and independently
• Ability to develop and implement strategy for unique business opportunities
  Strong computer proficiency with analysis tools such as Excel and Access travel booking software Siebel- and other sales management tools and programs
  Familiarity with AS400 or equivalent reservations system preferred Microsoft Word Excel- Microsoft Teams

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

• It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race color religion sex age national origin disability sexual orientation sexuality gender identity or expression marital status or any other characteristic protected by law RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment