JOB DESCRIPTION

JOB TITLE: Contact Center Team Lead

POSITION REPORTS TO: Contact Center Manager 

DIRECT REPORTS: Cruise Sales & Support Agents

*Please note this role is solely located in Brisbane, Australia*

POSITION SUMMARY:

 This position is responsible for day-to-day management of the contact center reservations team. This includes coaching and counselling on sales and service techniques, working to obtain and maintain high quality and achieving corporate goals. Will act as a motivational force for employees and support the Manager and Director with special projects and daily operational needs.
 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Must demonstrate a strong ability to lead with passion and a drive for results. 

· Must be able to lead employees by fostering a team environment, communicating expectations, monitoring performance, coaching behaviors to achieve target performance, developing action plans for employees, and ensuring accountability by delivering disciplinary actions as needed. 

· Must collaborate and partner with peers and leaders and work well with other departments by demonstrating a win-win, can do attitude. 

· Maintains harmony among workers and resolves grievances while building a work culture that aligns with the Azamara Cruises brand values. 

· Must be able to manage the operation of the team to achieve optimal levels of efficiency and production while maintaining quality expectations. 

· Works with Operations Control Unit (OCU) to make necessary changes in staffing based on day of week, sales promotions, program launches, training, workload, other anticipated events, and call data. 

· Determines work procedures, ensures staffing levels by working with OCU and expedites workflow. 

· Studies and standardizes procedures to improve efficiency of employees. 

· Must be able to analyze trend reporting to identify operational opportunities. Must be able to recommend strategies as well as create and execute plans to take advantage of those opportunities. 

· Reviews call data and key reports to monitor the customer experience and subordinate statistics. 

· Monitors individual, team, and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets. 

· Monitors service calls to observe employee demeanour, technical accuracy and conformity to company policies. 

· Must demonstrate customer centricity with a strong understanding of what drives customer satisfaction and an ability to instil a laser focus on customer satisfaction within the employees.

· Assesses customer service situations and requests for policy exceptions, uses sound business judgment to recommend appropriate solutions, and address customer complaints.

· Handles interaction with escalated customers in difficult service scenarios to resolve issues, rebuild customer’s confidence in the brand, and secure retention of customer.

· Provides communication and follow up to ensure employees are fully informed of all new information related to products, procedures, customer needs and company related issues, changes, or actions.

· Provides status updates and work volume statistics for performance purposes and to keep records of customer service requests and complaints.

· Must be able to represent the brand and department leadership in meetings with internal employees within and outside of the department including executives as well as meetings with external customers and partners.

· Leads meetings, facilitates work sessions, and delivers presentations which may include public speaking to large audiences.

· Performs other duties as required.

· Training of new hires and up skilling of existing team members 

· Employees will be required to perform any other job-related duties assigned by their supervisor or management.

FINANCIAL RESPONSIBILITIES:

 None
 

QUALIFICATIONS:

· Bachelor's degree (B.A.) from a four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

· Supervisory/Assistant Supervisory or equivalent experience in Call Center required. 

· Must have excellent organizational and communication skills both written and verbal. 

· Must be able to work independently and work well with others. 

· Must be able to use good judgment and decision-making skills. 

· Must demonstrate appropriate level of professionalism to instill confidence and credibility of the position and leadership team.

KNOWLEDGE AND SKILLS:

· Active listening, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate.

· Reading comprehension - understanding written sentences and paragraphs in work related documents.

· Strong written communication skills, the ability to prepare written communication concisely with clarity and impact.

· Critical thinking - using logic and reasoning to identify the strength and weakness of alternative solutions, conclusion, or approaches to problems.

· Monitoring and assessing performance of self and other individuals to make improvements or take corrective actions.

· Time management - managing one’s own time and the time of others.

· Management of personnel resources and the ability to attract and develop talent, motivating, developing, and directing people as they work, identifying the best people for the job.

· Judgment and decision making - considering the relative costs and benefits of potential actions to choose the most appropriate one.

· Knowledge of principles and processes for providing customer and personal services - this includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

· Oral Comprehension - the ability to listen to and understand information and ideas presented through spoken words and sentences.

· Oral Expression - the ability to communicate information and ideas in speaking so others will understand.

· Problem Sensitivity - the ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

· Deductive Reasoning - the ability to apply general rules to specific problems to produce answers that make sense. 

· Inductive Reasoning - the ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).

PHYSICAL DEMANDS:

 The employee is regularly required to sit, talk, and listen. The employee can also be required to stand, walk, and reach with hands and arms. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. This is a full-time, exempt position and may exceed 40 hours per week. Scheduled days and hours of work are determined by the need for coverage of the employees with the need to flexibly cover all operational hours up to and including closing hours and weekends/holidays as needed.
 

WORK ENVIRONMENT:

 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 based on race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Azamara and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.