Sr. Manager, Call Center
Company Overview
At Margaritaville at Sea our core purpose is to create and deliver fun and escapism. This drives all we do and is the heart of our decision making. As a valued member of our team, you'll contribute to providing an incredible guest experience every day of each cruise and in every way. You’ll also have opportunities to advance your career as we continue to grow. Your career path with us starts here!
Our Culture
Joining the Margaritaville at Sea® team means embracing our Culture Essentials, which are the cornerstone values shaping our identity, principles, and actions, which are every guest, every time, act with integrity and respect, shred responsibility for the well-being of our guests, crew and community and each employee’s responsibility to ne better than the rest.. These beliefs and behaviors not only define who we are but also unite us as a team, guiding us in decision-making, fostering relationships, tackling challenges, and reaching milestones. These culture essentials propel us toward a shared vision of success, ensuring a collective effort in shaping our future.
Responsibilities
The Senior Manager, Call Center will be responsible for overseeing and directing the daily operations of the call center to deliver exceptional customer experiences, ensure operational efficiency, and achieve performance goals. This role leads multiple teams, supervisors, and support functions, while driving strategic initiatives to enhance customer satisfaction, streamline processes, and optimize overall performance.
Essential Functions:
• Operational Leadership: Manage the day-to-day operations of the call center, including inbound and outbound calls, chat, and email support. Ensure all activities adhere to service level agreements (SLAs), quality standards, and compliance requirements. Continuously monitor key performance indicators (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and Net Promoter Score (NPS) to maintain operational excellence.
• Team Management: Lead and develop call center supervisors and agents through effective coaching, mentoring, and performance reviews. Foster a positive, high-performance culture that emphasizes accountability and continuous improvement. Oversee workforce planning, scheduling, and staffing to ensure adequate coverage and meet customer demand.
• Strategic Planning: Collaborate with senior leadership to define and execute the call center strategy in alignment with organizational goals. Identify opportunities for process automation, technology enhancements, and cost optimization. Drive initiatives that enhance customer experience and improve operational efficiency across all channels.
• Quality & Compliance: Implement robust quality assurance programs and monitor compliance with company policies and regulatory standards. Address escalated customer issues promptly, ensuring timely and satisfactory resolution. Maintain a strong focus on delivering consistent, high-quality service.
• Reporting & Analytics: Analyze call center performance metrics and prepare comprehensive reports for leadership. Utilize data-driven insights to recommend process improvements, optimize resource allocation, and forecast future operational needs. Ensure reporting supports strategic decision-making and continuous improvement efforts.