Job description

BASIC PURPOSE: Responsible for all outsourced headcount through NCL's vendor, Teleperformance. Serve as an extension of the inhouse team that performs re-shopping, ticketing, emergency after-hours phone support and back-office functions. Must manage, coach, and guide the outsourcing team to support all air related functions they are assigned to as part of the air program at Norwegian Cruise Line. Provide supervision of more than 100 agents in various air roles.

POSITION RESPONSIBILITIES:

Manage all day-today operations of Teleperformance team based in the Philippines.

Partner with Teleperformance leadership team, supervisors, trainers, WFMs and analysts to continuously improve all areas of operation.

Identify opportunities to reduce errors and increase overall productivity.

Closely manage the KPIs for each team, enhance reporting where required. Ensure the team is meeting objectives and their glide path which includes ticket volume/agent/day, air costs, average speed of answer, talk time and queue management.

Ensure there is quality assurance reporting in place so that all aspects of the outsourced operations are meeting standards as outlined to their management team and are in line with the service standards we provide to guests.

Work closely with Revenue air's training group to create refresher trainings for current teams and product specific trainings for new classes.

Work with the Air Trainer to ensure training material is aligned with all aspects of Norwegian's air program and air team's policies and procedures.

Manage the onboarding process for new classes and Amadeus access support for existing teams.

Manage, create, and send weekly assignments for each of the Teleperformance teams.

Perform other job-related functions as assigned.

KNOWLEDGE AND EXPERIENCE:

EDUCATION: Associate Degree or an equivalent combination of experience and education. Bachelor's Degree preferred

EXPERIENCE: 5+ years of relevant air operations experience. A minimum of 2-year experience in a supervisor role related to air operations and or call centers. Highly familiar with airline policy and procedures, Sabre or Amadeus and contract pricing, preferred.

KNOWLEDGE & SKILLS: Effective oral and verbal communication skills to clearly communicate with teams not based in U.S. and articulate company policies and procedures. Great attention to detail and sense of urgency. Strong analytical skills to research, create reporting and KPI's. Familiar with Tableau and dashboards. Very good with excel. Ability to adapt and work under pressure. Ability to multitask.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Miami, FL 33126: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Preferred)

Experience:

• Supervising: 2 years (Preferred)
• relevant Air Operations: 5 years (Preferred)
• Tableau: 2 years (Preferred)

Work Location: One location

colinoncars.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, colinoncars.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, colinoncars.com is the ideal place to find your next job.