EMEA Supervisor

This remote working position is responsible for supervising the EMEA/UK Cruise Sales & Support Agents that make up the EMEA Call Centre. This role supports and works diligently with the team to obtain and maintain high quality and achieve corporate goals with both direct guests and travel partners. This role will act as a motivational force for employees and support the management team with special projects and daily operational needs. ESSENTIAL DUTIES AND RESPONSIBILITIES: Must demonstrate a strong ability to lead a team with passion and drive for results. Be the first point of contact for EMEA/UK Contact Center agents where assistance is needed. Act as main point of contact internally for EMEA/UK booking issues and escalations. Handle escalated phone calls or emails from direct guests and trade partners. Provide polite and professional customer service with correct product and service information. Assesses customer service situations and requests for policy exceptions, uses sound business judgment to recommend solutions, and address customer complaints. Provide immediate feedback to management when identifying issues which can interfere with the daily operations. QA bookings, phone calls and provide feedback to UK/EMEA Call Centre Manager. Monitor service calls to observe employee demeanor, technical accuracy, and conformity to company policies. Be fully involved in the hiring, training, and development of current and future staff. Work in our HubSpot system to ensure tickets, escalations, and sales deals are actioned in timely manner according to advised SLA’s and KPI’s. Understand IT processes and have awareness of reporting issues and outages. Work with the Optimization team leadership to look at ways to improve services. Enter, update, and document all customer information into the system according to standard operating procedures Assist with ensuring that our Document Library is updated and well resourced. Coordinate off the phone activities with the workforce management team. Identify and escalate priority issues to leadership or post-cruise teams as required. Provides communication and follow-up to ensure staff are fully informed of all new information related to products, procedures, customer needs and company-related issues, changes, or actions. Work with the post-cruise team to ensure that post-cruise complaints are understood and resolved adequately and within a timely manner. Assist in European language situations, such as translating to assist other teams. Support EMEA Groups sales and service OTHER DUTIES AND RESPONSIBILITIES: To work closely with the EMEA Trade sales and support team with booking opportunities and escalations to support our trade partner relationships. Support where possible with any trade events and ship visits in your country. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management. FINANCIAL RESPONSIBILITIES: Work with Refunds and Commissions teams to service and resolve booking issues. QUALIFICATIONS: Bachelor's degree (B.A.) from a four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience. Supervisory/Assistant Supervisory or equivalent experience required in a Call Center. Must have excellent organizational and communication skills both written and verbal. Must be able to work independently and work well with others. Must be able to use good judgment and decision-making skills. Must demonstrate appropriate level of professionalism to instill confidence and credibility of the position and leadership team. Proven experience in sales, with a minimum of 3 years in a leadership or supervisory role. KNOWLEDGE AND SKILLS: German language skills are essential to this role, both verbal and written Active listening, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate. Reading comprehension - understanding written sentences and paragraphs in work related documents. Strong written communication skills, the ability to prepare written communication concisely with clarity and impact. Critical thinking - using logic and reasoning to identify the strength and weakness of alternative solutions, conclusions, or approaches to problems. Monitoring and assessing the performance of self and other individuals to make improvements or take corrective actions. Time management - managing one’s own time and the time of others. Management of personnel resources and the ability to attract and develop talent, motivating, developing, and directing people as they work, identifying the best people for the job. Judgment and decision making - considering the relative costs and benefits of potential actions to choose the most appropriate one. Knowledge of principles and processes for providing customer and personal services - this includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Oral Comprehension - the ability to listen to and understand information and ideas presented through spoken words and sentences. Oral Expression - the ability to communicate information and ideas in speaking so others will understand. Problem Sensitivity - the ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem. Deductive Reasoning - the ability to apply general rules to specific problems to produce answers that make sense. Inductive Reasoning - the ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events). Advanced knowledge of company contacts center systems, policies and procedures relating to Cruise Enhancements. PHYSICAL DEMANDS: The employee is regularly required to sit, talk, and listen. The employee can also be required to stand, walk, and reach with hands and arms. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. This is a full-time, exempt position and may exceed 40 hours per week. Scheduled days and hours of work are determined by the need for coverage of the employees with the need to flexibly cover all operational hours up to and including closing hours and weekends/holidays as needed. WORK ENVIRONMENT: As this role will be remote that it will be your responsibility to ensure that you are working in a non-distracting environment with a moderate noise level. It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment based on race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Azamara and each of its subsidiaries prohibit and will not tolerate discrimination or harassment