Are you a seasoned call center leader ready to set sail on a new career adventure?
We're seeking a dynamic and results-oriented Cruise Customer Service Supervisor to join our team in Mumbai and lead our night shift operations. If you have a track record of driving performance in a fast-paced call center, and ideally, a passion for the travel industry, we want to hear from you!
About the Role:
As a Cruise Customer Service Supervisor, you'll be the driving force behind our customer service team, ensuring exceptional service delivery and operational excellence. You'll leverage your leadership expertise to coach, mentor, and motivate your team to consistently exceed customer expectations while achieving sales, quality, and service targets. This is an onsite, night shift leadership position based in our vibrant Mumbai office.
Your Impact:
- Lead & Develop: Cultivate a high-performing team by providing effective coaching, regular feedback, and tailored development opportunities.
- Drive Performance: Monitor key metrics, analyze performance trends, and implement strategies to achieve and surpass sales and service goals.
- Champion Customer Excellence: Ensure your team delivers exceptional customer service, resolving escalations with efficiency and maintaining unwavering customer satisfaction.
- Optimize Operations: Manage team schedules, ensure adherence to policies, and identify process improvements to enhance operational efficiency.
- Fuel Sales Growth: Maintain a strong focus on sales achievement, providing guidance and support to your team to meet and exceed sales targets.
What You Bring:
- Leadership: Minimum 2 years of demonstrably successful leadership experience in a high-volume call center environment.
- Results-Driven: A track record of consistently achieving and exceeding sales and customer service objectives.
- Exceptional Communication: Excellent verbal and written communication skills, with the ability to build rapport and effectively communicate with diverse teams.
- Coaching & Mentoring Expertise: Strong ability to coach, mentor, and motivate team members to achieve their full potential.
- Operational Proficiency: Ability to manage team schedules, monitor performance metrics, and implement process improvements.
- Technical Skills: Proficiency in MS Office Suite (Outlook, Word, Excel, PowerPoint).
- Adaptability: Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
- Availability: Must be able to work night shift hours (6 PM IST to 8 AM IST) and a 45-hour work week with two days off.
Preferred (but not required):
- Travel Industry Experience: Previous experience in the travel or cruise industry is highly desirable.
- Cruise Product Knowledge: Familiarity with cruise products and services.
Work Environment:
- Onsite position in our modern Mumbai office.
- Night shift schedule between 6 PM IST to 8 AM IST
- Fast-paced, dynamic, and collaborative work environment.
Ready to Lead the Way?
If you're a passionate call center leader with a desire to excel in the travel industry, we invite you to apply. Join us and be a part of creating unforgettable cruise experiences for our valued customers!
