Essential Duties and Responsibilities:

• Manage the daily operations and the productivity of direct reports. Ensure that objectives are consistently met, such as the required service levels and KPI’s for Calls and Chats.
• Conduct regular performance reviews and provide consistent feedback to direct reports and management. Monitor performance and implement improvements.
• Ensure resolution time frames are achieved along with the delivery of quality customer service.
• Coordinate and monitor the work product between Tier 1 Agents and resolution partners.
• Continually review internal application systems, procedures and processes to ensure operational efficiency.
• Work closely with Senior Support by communicating Team’s expectations; planning, monitoring, and appraising Team’s results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.
• Improve processes and policies in support of the Organization goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations and procedures.
• Plan the coverage to achieve the required staffing. Establish contingency plan coverage for any scheduled downtime, connection issues, weather interruption etc.  
• Establish organization structure. Delegate tasks and accountabilities. Establish work schedules. Supervise Crew Support Agents. Monitor and evaluate performance.
• Liaison with top management. Assist in the development of strategic plans for operational activity.  
• Provide guidance and monitor communications and transactions between Tier 1 / Tier 2 Agents and HR Center/Crew Office regarding any last-minute changes to a travel itinerary, shipboard employee joining date due to an unforeseen delay, etc.
• Provide guidance and monitors interactions with vendors and other departments on crew related matters to ensure a fast and efficient resolution to any situation.
• Facilitate coordination and communication of any concerns that are beyond norms and escalate to Managers as appropriate.
• To stay current with all policies and procedures noted in SQM (Safety & Quality Management), CBA (Collective Bargaining Agreement) and or any other material which pertains to shipboard personnel; and provide any updates to the team.
• To work outside of normal business hours as needed;
• Needs to be able to work in a fast-paced environment with the Managers on any financial decisions to resolve emergency travel situations.
• To take on any other duties and responsibilities that may be assigned from time to time.

Qualifications:

• 4 year degree from an accredited college/university in a related field and/or previous related professional level experience in one or more of the following functions: workforce scheduling, succession planning, recruiting and/or logistics services.
• Knowledge and experience in organizational effectiveness and operations management.
• Knowledge of business and management principles and practices
• Working knowledge of general/organizational shipboard functions and concepts.
• Knowledge of world geography and time differences.
• Knowledge of applicable immigration and visa requirements related to seafarers in various geographical areas.
• Working knowledge of applicable flag state/port state regulations related to seafarers training, licenses and certifications.
• Ability to read/write English in order to understand/interpret written procedures and emails. 
• A minimum of 5 years in Travel.

Knowledge and Skills:

• Ability to communicate verbally/writing in a professional business-like manner with all levels of the organizations to gather and relay information in a multinational environment.
• Ability to work productively and mechanically under strict time constraints and stressful situations.
• Working knowledge of computers, internet and navigate within a variety of Microsoft software packages. 
• Requires expertise in a GDS system, preferably Sabre.
• Knowledge and understanding of airline contracts and fares.
• Ability to work under pressure while maintaining accuracy
• Ability to work efficiently without supervision
• Outstanding organizational skills and attention to detail
• Previous travel industry experience in a similar role, ideally within the corporate travel sector
• Excellent people management, leadership and motivational skills
• Good presentation skills
• Flexible and adaptable approach 

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