Assistant Supervisor, Service

JOB TITLE: Assistant Supervisor, Service

LOCATION: Remote

WELCOME TO THE GLOBUS FAMILY OF BRANDS!

Traveling the world is incredible...don't you agree? It opens us up to new cultures and experiences. Venturing across the globe invites us to wonder and wander...to marvel and be moved. With 95 years in travel, the award-winning Globus family of brands creates vacations that offer travelers culture-rich experiences featuring must-see sights, the stories behind the scenes and countless joy-filled memories in more than 65 countries on six continents across the globe. We began as a small family company with one man, his rowboat, and a dream in Switzerland in 1928. Nine decades later, the entrepreneurial spirit and ingenuity that created this family-owned institution lives on...as well as our commitment to sustainability!

Watch a video about the Lighthouse Project to find out more about these efforts!

We are always on the hunt for exciting, team associates passionate about life and work: People who are easily inspired and excited about what they do. We offer incredible career opportunities in a variety of roles including, but not limited to: vacation planning, reservations, marketing, finance, IT, and customer care.

Company Benefits Include: Pension Plan, 401K Match, 16-26 days of vacation, Health, vision, dental and life insurance, (For associates working outside US, these benefits may vary slightly) Work from home options, and Home office internet reimbursement.

Exciting Travel Benefits: 70 to 90% off tours and cruises (plus discounts for friends and family), a free Avalon cruise after 2 years, and Special deals with travel partners like Marriott, Expedia, IATA/IATAN, Norwegian Cruise Line, Hertz, and Thrift Car Rentals to name a few.

ABOUT THE ROLE

Assistant Supervisors liaise between Supervisors and other company associates. Their duties include performing administrative tasks, documenting procedures, and assisting with training staff.

EXPERIENCE/SKILLS REQUIRED

The preferred candidate will have:

• 1 year coaching experience
• Knowledge and understanding call center metrics.

EXPERIENCE/SKILLS PREFERRED

• 3+ years working in direct-to-consumer sales/service in both inbound/outbound capacities.
• 1-2 years supervisory experience
• Functional experience identifying how technology and process improvements can enhance productivity and efficiencies
• Functional experience with MS Office suite and/or Office 365
• Knowledge of customer relationship management (CRM) systems and tools

RESPONSIBILITIES

• Demonstrating passion by coaching and developing Vacation Planners through one-on-ones on daily and weekly basis and taking corrective action, if necessary.
• Manage the workflow of direct reports, monitoring both individual and team metrics, setting goals/aspirations, knowing how to observe, measure and follow up and motivate to achieve goals.
• Working collaboratively with other Supervisor/Leaders in the department on best practices and process improvement to drive sales and service efficiency – all with a focus on the Vacation Planners experience and our guests.
• Collaborating frequently with the Sales & Support teams to develop service improvements, recommending potential new opportunities or possible changes/enhancements to existing strategies.
• Ability to communicate with team and finding creative ways to stay connected with their team, especially in a remote environment.
• Providing accurate timekeeping for payroll

ABOUT THE DEPARTMENT

The Direct Sales Team consisting of Customer Sales & Service, Charters & Direct Groups is responsible for creating happy guests and partners with sales success and providing outstanding service and support. This team increases passenger sales through the direct consumer and group sales channels. They develop and maintain emerging markets channels by integrating sales and marketing strategies to establish direct buyer relationships and create demand for our products.

EEOC

Globus family of brands is an equal opportunity employer. We prohibit discrimination and harassment of any type and afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.