Manager - Global Contact Center & Communications

The Gig:

The Manager - Global Contact Center & Communications oversees and manages the company's chat functions, email, and written correspondence. This role ensures efficient and effective communication with sailors, addressing their inquiries and resolving their issues in a timely manner. You will lead a team of communication specialists and will work closely with other departments to ensure a cohesive approach to customer service and support.

This gig is based at VVHQ - our swanky Virgin Voyages Head Office in Plantation, FL

What You'll Be Up To:

• Monitor chat interactions to ensure compliance with company standards and identify areas of improvement.
• Making sure chat KPIs are met, including Service levels, QA, and excellent guest service (CSAT) provided through effective development and utilization of team resources
• Analyze chat and case performance/productivity data, and assess trends
• Manage the team responsible for handling customer emails and written correspondence.
• Supervise the resolution of customer cases, ensuring they are handled efficiently and effectively.
• Communicate/educate agents on policies, procedures, and sales/marketing programs clearly and promptly.
• Support of special projects and assignments
• Ability to think about the ‘big picture’ and articulate those goals to all crew levels.
• Ability to work well with all levels of internal leadership and team members as well as outside clients and vendors
• Act as an ambassador of the Virgin culture
• Be up for any other challenge as directed by your leaders
• Other duties as assigned
  
  

SuperPowers Required:

• Strong interpersonal skills, including the ability to provide constructive feedback in a manner that results in improved performance
• Establish a team environment by coordinating/cooperating with peers, sharing recognition, and supporting interdepartmental and company-wide objectives.
• Effective at dealing with change and facilitating change
• Ability to develop and implement creative solutions for call center business problems
• Minimum of 5 years of management experience at a call center or reservations center, which includes managing leaders
• Highly motivated, professional sales and guest service oriented, who can work independently and adapt to change
• Demonstrated computer proficiency within a Windows and Google environment and the ability to learn new programs quickly. Experience with Tableau a plus
• Bachelor’s degree
  
  

What Matters to Us:

At Virgin, your personality matters as much as how good you are at what you do. We want you to bring it to our hangout spot and help make the place even better. So, we won’t be surprised to hear that when people talk about you they say you are clever, on top of it, able to think ahead, intuitive, passionate and someone people respect and enjoy working with because you make things happen.

Virgin Voyages is committed to being an Equal Opportunity Employer and encourages applications from qualified, eligible applicants regardless of their sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy and maternity. Our greatest strength comes from our ability to come together as unique individuals -- we seek to always embrace and celebrate our differences, providing an inclusive workplace environment that allows you to be your best self.

Virgin Voyages is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Virgin Voyages via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Virgin Voyages HR/Recruitment will be deemed the sole property of Virgin Voyages. No fee will be paid in the event the candidate is hired by Virgin Voyages as a result of the referral or through other means.