Lead, Guest

Journey with us Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group We are proud to offer a competitive compensation and benefits package and excellent career development opportunities each offering unique ways to explore the worldWe are proud to be the vacation-industry leader with global brands — including Royal Caribbean International Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations and the best people Together we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guestsRoyal Caribbean Group’s Consumer Outreach team has an exciting career opportunity for a full time Lead guest & trade services reporting to the Head of Guest & Trade ServiceThe Guest & Trade Services Lead is responsible for the overall sales & operational delivery for LACAR IRs and Brazil contact center in the LACAR region The primary objective is to maximize revenue-generating opportunities identify efficiencies and ensure the quality to customers is constantly improved This is achieved by aligning with the brand’s strategic priorities and delivering on effective account management of our supplier and its contractual obligations via performance measurement of KPI’s and SLA’sThe role is accountable to maximise performance through efficient ways of working the operational & sales processes in the contact center and delivery of continuous improvement projects whilst maintaining the highest standards of guest experience in line with the company’s expectationsWorking closely with the Guest Experience team and LACAR IR contact center Guest & Trade Services Lead responsibilities extend to giving direction and resolution advice to the supplier and the brand teams as well as activating and managing incidents across LACAR IRs and Brazil market from start to finish**ESSENTIAL DUTIES AND RESPONSIBILITIES**:**ACCOUNT SALES & STAKEHOLDER MANAGEMENT**Manage KPIs- SLAs and work with the supplier and other remotely managed departments to continuously improve sales performance & maximize the guest experience- Deliver effective working relationships and plans with key supplier contacts and exchange feedback on a weekly basis- Be accountable to brand stakeholders by ensuring the supplier delivers to the brand strategies- Provide Leadership Team with performance updates and attend meetings to update when necessary- Contribute to the planning and input on Annual Operating Plans with Head of LACAR and in line with the brand fulfillment and growth plans- Deliver Annual Operating Plans with Head of LACAR and in line with the brand fulfillment and growth plans Propose- build and manage an annual incentive & educational plan for contact center- Responsible for reviews & approvals of supplier strategies to deliver maximum performance and mitigate risks Initiate & manage the success of the operational action plans to correct underperforming areas- Evaluate & measure the improvement of the supplier Give direction of the quality assurance expectations with focus on effectives sales techniques- provide feedback and coaching and attend calibration sessions- Responsible for communicating financial new tasks to the agents in call center and update training plans if needed- Attend weekly & monthly status review calls on overall performance with the supplier’s Operations Management**OPERATIONAL DELIVERY & CONTINUOUS IMPROVEMENT EFFICIENCIES ACROSS LACAR IRs and BRAZIL CONTACT CENTRES**:- Understand and communicate the brand strategy across LACAR IRs and Brazil Market to the contact center to maximize the sales & operational deliverables- Communicate & implement change as and when necessary to support the brand strategies- Build a proficient knowledge of legal and commercial structures and policies for all markets and contact centers represented for LACAR IRs and Brazil- Identify & lead efficiency opportunities for the brand and contact centre teams in LACAR IRs and Brazil market by recommending best practice ways of working- Initiate workstreams with the brand to continually evaluate the way we work on revenue generating workstreams and call avoiding efficiencies- Lead assigned projects and manage the implementation of changes & efficiencies to the supplier and monitor- Act as brand ambassador for Royal Caribbean Group- Ensure successful guest resolutions of escalations are achieved in conjunction with the Guest Experience team Act as the link between the contact center- the brand and the supplier- Audit & evaluate company loss reports and implement improvements- Provide leadership & line manage your report line via reviews and yearly appraisals and develop a multiple skill base and career development plan- Ensure successful guest resolutions of escalations are achieved in conjunction with the Guest Experience team- Coach & develop your report line as part of succession planning**GUES