sr. Manager, engagement centerRoyal Caribbean Cruises

Position Summary:
The Engagement Center for the Celebrity Cruises brand is a global call center organization focused on delivering World Class Service, to every guest. The Sr. Manager position requires the ability to work and thrive within a five-star, luxury culture
The Sr Manager, Engagement Center- International is responsible for managing the day-to-day all offshore contact center functionality. This role is responsible for ensuring that all guest inquiries are handled with a primary focus on guest satisfaction, guest retention, and the creation of brand loyalty. The Sr. Manager demonstrates innovative thinking and possesses a drive for change, focusing both on big picture while not overlooking details. The manager verifies important details, ensuring there are no surprises or gaps in communication or execution. Moreover, the Sr. Manager establishes a work culture that mirrors the pillars of Luxury thinking, seeking out opportunities to cultivate and strengthen our organization in order to create an industry-leading, point-of-distinction advantage for Celebrity Cruises.
This role oversees offshore departments performance for all KPI and metrics and ensures compliance with company procedures across all access channels. The Sr. Manager also makes certain that developmental needs are satisfied and proposes recommendations to improve Celebrity Engagement Center efficiencies, while also identifying process improvement opportunities, with the goal of improving guests' interactions with our brand. The Sr. Manager of Celebrity Engagement Center consistently achieves goals through following WAYS leadership values, providing excellent guests and employee support.
Essential Duties and Responsibilities: * Manages the Celebrity Engagement Center off-shore contact center teams as well as provides dotted-line support for onsite support staff (training, automation, etc.)
Utilizing information gathered from all channels (Pre-Cruise, Post-Cruise, Loyalty, Executive Escalations, etc.), provides consistent, timely, and actionable data to various departments. Presented at the Executive level, this data will serve as a catalyst for brand improvements in many areas, including Hotel Operations, Sales, Marketing, Accounting, Global Security, Legal, and Information Technology.
Leads the development and implementation of WAYS standards, policies, and procedures to optimize Celebrity's leadership in the industry. Establishes and formalizes a set of technological solutions, policies, procedures, and a properly trained workforce to successfully handle all customer needs and create actionable data for continuous improvement
Successfully handles all levels of escalations as the voice of the Celebrity Engagement Center, achieving satisfactory results while balancing guest satisfaction and corporate best interests.
Recommends, interprets and implements company policies and procedures regarding direct customer and Trade bookings. Ensures all employees meet the highest standards of ethical behavior. Successfully handles all levels of escalations as the voice of Celebrity Engagement Center, achieving satisfactory results while balancing guest satisfaction and corporate best interests.
Responsible for the overall strategic direction of the Celebrity Engagement Center
Development of high level KPI¿s and full responsibility for overall departmental performance
Inspires trust, works very well with and through others to achieve common goals and desired results. Appropriately delegates assignments and authority. Maintains strong productive relationships among peers, subordinates and superiors.
Creates and maintains positive leadership under all circumstances and fosters a healthy work environment for Managers, Supervisors, Team Leads and Agents. Interfaces with all internal functions in order to build effective business relationships, facilitate problem resolution, and process improvements. Appropriately delegates assignments and authority. Maintains harmonious balance among both peers and subordinates and works quickly to resolve grievances.
Serves as a leader in crisis situations and provides valuable feedback and insight during situational response meetings as they pertain to guest handling, communications, and compensation related to mass incidents.
Oversees efforts for continued growth, succession planning and development of Celebrity Engagement Center at the Manager, Supervisory and front-line level, including the design and implementation of various programs aimed at motivating employees and maintaining high levels of job satisfaction. Develops staff goals and provides direct feedback and coaching to facilitate employees' personal growth and optimize their team performance and contributions to the organization.
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 for successfully managing the approved G&A for the Celebrity Engagement Center off-shore locations
Qualifications:
Bachelor's degree or equivalent preferred and minimum 4 years' experience in industry or related field.
Successfully demonstrated leadership experience of at least 2 years
Extensive service and/or call center experience preferably in the Travel / Casino Industry of 2 years or more
Extensive training and coaching skills
Knowledge and Skills:
Leadership: Self driven and highly motivated, does not rely on outward support for drive and motivation but rather looks within self for positive energy to drive and motivate the team. Outstanding work ethic and takes full ownership of the operation and results. Takes initiative, always proactive and suggests clever, creative solutions to solving problems.
Language: Exhibits excellent interpersonal skills. Reads, analyzes, and interprets common scientific and technical journals, financial reports, and legal documents. Responds to common inquiries or complaints from customers, regulatory agencies, and members of the business community. Writes speeches and articles for publication that conform to prescribed style and format. Effectively presents information to top management, public groups, and/or boards of directors. Writes reports, procedural documents, business plans and presentations, which are clear and concise, outlining solutions and recommendations of action. Possesses good business acumen and excellent organizational skills. Has ability to work across all supporting departments. Demonstrates excellent communication skills, both written and verbal. Effectively presents information and responds to questions from groups of executives, managers, clients, customers, and front-line staff.
Mathematics: Works with mathematical concepts such as algebra, probability and statistical inference. Applies concepts such as fractions, percentages, ratios, and proportions to practical situations. Possesses strong analytical and problem-solving skills.
Reasoning: Defines problems, collects data, establishes facts, and draws valid conclusions. Interprets an extensive variety of instructions, reports, policies, and customer records. Evaluates data and proposes solutions based on both data and operational knowledge.
Technology: Siebel CRM and Folio Viewer. Maintains responsibility for enhancement recommendations, possesses SCAR project business ownership, and monitors critical ticket fixes. Oversees the effective use of numerous technical tools used by the department (Siebel CRM, AS400, Computer Telephony Integration, and Graphical User Interface improvements).
Physical Demands:
The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations. While performing job functions, the employee is regularly required to sit, stand, write, review and type reports, compile data, operate a PC, communicate, listen, and assess information. The employee may move about the office complex, may travel to other office locations and may lift, push, pull or move 10 to15 pounds. Visual requirements include distant, close and color vision, and ability to adjust focus.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. The environment includes work inside and outside the office.
Royal Caribbean Cruises

Philippines
Permanent
Full-time