Manager, Customer Care

ABOUT GLOBUS FAMILY OF BRANDS

Globus family of brands provides the best in vacations for a wide variety of travel styles, goals, and budgets. Spanning over 450 vacations across more than 70 countries. With 90+ years in travel, the award-winning Globus family of brands – consisting of Globus, Cosmos, and Avalon Waterways – creates vacations that offer travelers culture-rich experiences featuring must-see sights, the stories behind the scenes, and countless joy-filled memories across the globe.

Generous benefit package including travel benefits and retirement

THE DEPARTMENT

Customer Care is tasked with growing the Trade side of the business by following promotional direction and generating Trade passenger sales through multiple sales channels; retail travel sellers (primary channel), group sales, and e-sales. The Customer Care division includes all business units that interact directly with the customer’s travel agent to sell GVI products, answer inquiries, and resolve problems. The departments under Customer Care are Reservation & Associate Support, Diamonds, Digital Support, Trade Groups, Direct Groups, Custom, Charter, Training, Sales, Service, and Guest Resolution.

THE ROLE OF A MANAGER

The expectations for the role of Manager at GVI are:

• Focusing on people and/or key business processes and rallying to action
• Understanding the big picture view of the business and the organizational impact of decisions made and changes implemented
• Evaluating, leading, and implementing projects, process improvements, and needed business changes (locally and organizationally), as well as overseeing ongoing day-to-day business operations
• Collaborating with all departments throughout the local and global company
• Achieving results through others
• Analyzing workforce needs, forecasting needed resources, participating in the selection of talent, and developing skills and talents to sustain the organization
• Modeling a culture of involvement that includes:

• Encouraging, mentoring, supporting, and rewarding others
• Pursuing a standard of performance and quality excellence
• Valuing creative and independent thinking, growth and accomplishment, and quality over quantity
• Placing a high priority on developing and maintaining effective interpersonal relationships

THE POSITION

The Manager of Customer Care is responsible for the following results:

• Creating, maintaining and evolving an associate experience for associates that ensures simplicity, robust resources, support, engagement, and fun
• Creating and ensuring an associate experience that promotes learning and opportunity for associates to grow and progress in the company
• Creating, maintaining and evolving a customer experience that focuses on ease of interaction, and strengthening partnerships with our clients
• Managing the day-to-day operations of Customer Care including call handling, performance management, the handling of escalation calls, and staff scheduling strategies. This role has oversight to sales, service and support teams.
• Providing the oversight and development of the leadership staff to facilitate optimum performance (e.g. ensuring opportunities for growth and development, goals achievement, and the effective leadership of people)
• Partnering with other leaders in Customer Care to create consistency and associate satisfaction, while also collaborating with other departments around the company to help drive associate ease and minimize pain points.
• Preventing and solving customer issues in a manner that ensures the highest degree of mutual satisfaction between the customer’s needs and those of the business, including the recommendation of changing impeding processes and/or policies
• Build process improvement strategies based on learnings from day to day calls, chats, emails and escalations that will drive volume and customer pain out of the business.
• Managing ongoing process improvements as well as the selection and integration of new technology across the organization in order to increase flexibility, reduce administrative costs, and increase interactivity with customers
• Ensuring service level targets are met by setting and measuring performance standards
• Implementing and executing sound leadership practices (e.g. assigning and delegating, enabling and coaching, establishing accountabilities, and evaluating and rewarding performance against desired outcomes)
• Planning and executing projects and plans against goals and budget (e.g., defining outcome, setting timelines, determining resources needed, monitoring and controlling costs) while showing the agility to adjust to changes as needed to support the business and achieve organizational goals
• Cultivating business relationships with other departments and offices, and providing positive and effective representation in meetings with internal and external partners
• Contributing to a team effort by accomplishing related results or projects as needed

The preferred candidate will hold a Bachelor’s degree in a related field or three to five years of related experience and/or training or equivalent combination of education and experience.

The preferred candidate has noteworthy experience in the following areas:

• Three to five years in a management role within a multi-media contact center
• Three to five years in customer sales and/or service management experience
• In-depth knowledge of technology available in a contact center environment, including ACD/switch, IVR, CTI, Siebel, Scheduling software
• Leveraging technology to enhance productivity and efficiency
• Process improvement and change management methodologies
• Working knowledge of Microsoft Office
• Experience in the leisure travel industry helpful

EOE

While performing this job, it will require: Eight (8) hours or more a day of sitting; walking; standing; bending; answering the telephone; entering data into the computer; retrieving data from the computer or analyzing data from