Cruise Supervisor

Purpose:
Position Description/Responsibilities:
Will be responsible for supervising a team of Cruise Agents and managing day to day situations. Will assist in creating departmental goals and incentives, and help to develop new procedures offering an exceptional customer experience for the Cruise program participants. He/ She will be responsible for developing employees, which will include coaching, counseling, rewarding, recognizing, handling escalated employee relations issues, and overseeing employees’ performance productivity. Will assist in creating a high energy call center environment through effective motivation and empowerment with the Cruise Agents. Will be responsible for sharing best practices within the department and offering innovative ideas for service efficiency. Will be responsible for finalizing agent concerns or escalated customer service issues and managing all disciplinary situations.

Required Skills and Experience:
Minimum of 2 years strong leadership experience is required, preferably in a call center environment.
Prior travel (Cruise) industry experience is required.
Must have effective management strategies and excellent customer service and sales skills with a strong leadership background and posses the ability to motivate others
Must be enthusiastic and have excellent verbal and written communication skills.
Must have a strong aptitude for customer service and sales; be able to effectively coach/mentor others.
Must have the proven ability with managing difficult and sensitive conversations involving an employee
Must exercise sound judgment and be decisive.
Must posses, excellent organization and communication skills and have the ability to handle multiple priorities simultaneously.

Education:
High School Diploma is required, Bachelor’s strongly recommended.
REQUIREMENTS
Please see Job Description