Team Leader (Inbound) - Oceania Cruises

Our 5-star brand sits within the ‘premium’ space, and is the world’s leading culinary and destination-focused cruise line. Reporting to the Director, Contact Centre - APAC, this role will see the successful applicant coach Contact Centre employees, in order to improve their sales and service performance. You will assist in the recruiting and selection of new Contact Centre team members, while also designing and updating training documents, manuals and on-line materials that assist staff in understanding their work, and provide guides, resources and instructions for job functions.

WHAT WE CAN OFFER:

• A collaborative and supportive culture, encompassed by a people-focused environment
• Staff + Family & Friends Cruise Discounts
• Staff Engagement activities, driven by both the business and staff e.g. Chinese New Year, World Pride Month, Culture Day to name a few
• A strong focus on work/life balance, family and community through initiatives such as flexible work options, ‘Keeping in Touch’ Days, and Community Service Leave
• Wellness initiatives such as our Employee Assistance Program, lunchtime mixed Netball and ‘Walk for Wellness’
• Financial benefits such as a competitive remuneration package, salary sacrifice options and our Employee Referral Program
• A proud history of successful career pathways/advancement opportunities for staff
• Plus… you’ll get to work in the highly diverse and exciting cruise industry, representing a luxurious and in-demand product offering!

WHAT THE ROLE ENTAILS:

• Hold regular coaching discussions with Team members, providing continuous feedback to improve performance, using coaching principals
• Create strong morale and spirit, sharing wins and successes, motivating, and supporting the team members to strive for on-going excellence
• Assist with Quality Assurance recording and evaluation of Contact Centre staff
• Assist Contact Centre with overflow queue calls during heavy call volume
• Conduct Performance Reviews of Team Members and evaluating trainee performance in line with agreed Performance Plan
• Assist with special projects as necessary
• Suggest new training initiatives and demonstrate initiative regarding new training opportunities
• Write and design training and resource materials for the Contact Centre
• Train new Contact Centre employees in regard to the booking systems, cruise product and phone call handling
• Train experienced Contact Centre staff in advanced job functions and working areas that require improvement
• Working on ways to hit the team KPI’s, targets and goals

WHAT YOU’LL BRING TO THE ROLE: 

• 2+- years’ equivalent work experience. Travel industry knowledge and/or Contact Center sales and service experience is preferred
• Exceptional verbal communications skills, the ability to explain detailed procedures simply and understandably to culturally diverse groups, the ability to inspire learning and to motivate study
• Ability to translate new work processes or policies into words and images that will communicate well and be remembered
• Ability to use training software including PowerPoint, Publisher, Word, Excel, Sharepoint
• Strong computer skills including Outlook, Windows and SalesForce (desired)
• Good writing ability, the skill to write good business prose for a specific audience, good spelling and grammar skills, a good visual design sense
• Contact Center, Travel or Hospitality, Sales or Service experience necessary
• Training experience facilitating adult learning, and an understanding of adult learner motivation 
• Ability to use audiovisual materials to support training presentations
• Knowledge of Amadeus/Sabre or other Airline or Cruise line reservation systems (highly desired)
• Flexible availability, with the ability to work occasional Saturday shifts

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.

Don't miss out on a chance to begin a successful career in a fun industry with great benefits.