AddressOur brand sits within the luxury 6-star space, offering ‘An Unrivaled Experience’ to its esteemed guests. Regent Seven Seas Cruises is the only truly all-inclusive luxury cruise line, and sails to more than 450 ports of call globally.
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’ Travel Industry experience, with some levels of leadership exposure (we are open to applications from individuals who have had entry level leadership experience - perhaps within a ‘relief’ position, or an experienced Consultant looking to take their career in a direction towards management).
- Exposure to Luxury products (highly desirable)
- Flexible availability, with the ability to work occasional Saturday shifts
- Exceptional verbal communications skills, with the ability to explain detailed procedures simply and understandably to culturally diverse groups
- Ability to translate new work processes or policies into words and images that will have a positive and long-lasting impact
- Experience in training, coaching and mentoring staff
- Strong computer skills including Outlook, Windows and SalesForce (desired)
- Strong writing ability, the skill to write good business prose for a specific audience, and professional spelling and grammar skills
- 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 and a 4/1 hybrid work model
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.
