Coach and develop Universal Reservation team members to meet or exceed quality, service and sales objectives. This includes using available performance and call monitoring tools and conducting one-on-one coaching sessions during which positive performance results are celebrated and performance challenges are identified as opportunities. The objective is to achieve a consistently positive call experience for our travel partners and direct guests, in addition to first call resolution by processing reservations accurately.
Provide prompt, courteous assistance to Universal Reservation team members and travel partners. Provide accurate and most up to date information on product, promotions and procedures.
Handle inquiries concerning reservation rate reductions and determine appropriate steps (i.e. stateroom upgrades, OBC).
Waiving fees on reservations as per business rules as a result of reservation scenario and caller request.
Maintain current understanding of all policies affecting individual reservations, FS groups, as well as traditional groups, as it relates to general support of the front line agent, as well as handle any escalations.
Develop and coach Universal Reservation team members through monitoring work performance and coaching them in areas of quality service, reservations sales techniques, telephone etiquette and overall product knowledge.
Observe team member calls regularly as defined by department standards to proactively ensure all call handling requirements are being achieved.
Conduct monitoring and coaching sessions regularly with each team member as defined by department standards to ensure the efficiency and accuracy of the team members use of the reservation system. Provide immediate coaching and direction for all identified opportunities.
Review and action all results from the quality and exception reports as defined by department standards.
Review and action results from phone system reports as defined by department standards including any other metrics impacting call handling efficiency.
Ensure all communications and training from Reservation Training and Development is understood and implemented consistently by all team members.
Conduct team huddles, at a frequency defined by department standards, to provide positive recognition in a group setting and to communicate and review processes, policies, and product information.
Communicate and reinforce organizational and departmental objectives with team members regularly.
Handle escalated calls utilizing high level of customer service techniques to resolve problems for guests and travel partners while supporting company policy and profitability.
Interface with the IT Department to troubleshoot system issues, including interruption to production.
Identify and escalate to the Manager Reservations all opportunities for process and/or product improvement.
Maintain a high level of team member engagement through encouragement of participation, teamwork and an open and trusting work environment.
Monitor and approve all team member work hours via the Time and Labor system.
Conduct employee performance appraisals and development plans.
Implement and carry out the progressive disciplinary process when appropriate and as per established guidelines and policies (note: discipline past the written warning step requires approval from both the department manager and Human Resources). Enforce all policies including rules of conduct and dress code.
Assist in delivering recurrent training courses.
Interview for new Universal Reservations team member positions.
Maintain complete team member communication logs including timely and accurate entries that record all interaction with team members.
Maintain acceptable attendance and punctuality.
Perform the duties of other Supervisory/Management positions, as assigned.
Perform other job related functions as assigned.
EDUCATION: Bachelors degree in business or related field of study; or, any equivalent combination of education and/or relevant industry experience.
EXPERIENCE: Minimum 6 years call center or related travel industry experience.
Practical reservation system experience within a call center environment desired. Requires call center environment experience where quality standards and call handling standards were measured.
KNOWLEDGE & SKILLS: Effective coaching, motivational and team building skills required.
Strong analytical skills required to review quality and call center reporting to identify trends and opportunities for improvement. Effective interpersonal skills to engage all levels within the organization and external customers with diverse personalities. This is to be carried out in person, over the phone, via e-mail, or through instant messaging.
Ability to drive team members to consistently deliver the level of customer service required to achieve a positive customer experience. Ability to drive a high level of reservation content quality with each team member. Ability to remain focused in adverse situations, while maintaining strong organizational skills.
Ability to defuse escalated situations both with external customers and internal team members. Must have excellent verbal and written communication skills to effectively communicate with internal and external customers. Knowledge of virtual call center functions including managing a remote workforce, virtual training techniques and use of related tools desired. Intermediate knowledge of MS Office Suite (including Outlook, Word and Excel), instant messaging, chat, and web conferencing required.
EQUAL EMPLOYMENT OPPORTUNITY:
Norwegian Cruise Line Holdings Ltd. and its subsidiaries are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristics protected by law. EEO is the law | EEO is the law GINA Supplement
Applicants have rights under Federal Employment Laws. FMLA | EPPA | Job Safety and Health: It's the Law
Norwegian Cruise Line