Supervisor, Cruise Sales & Support - UK/EMEA

POSITION SUMMARY:

This position is responsible for day-to-day management of the UK/ EMEA contact center team. This includes coaching and counseling on sales and service techniques as well as working to obtain and maintain high quality and achieving corporate goals. Will act as a motivational force for employees and support the Manager and Director with special projects and daily operational needs. 

ABOUT AZAMARA

Azamara is a global premium cruise line inspiring curious and passionate travelers to explore the world through immersive voyages. We deliver world-class service both onboard and across destinations worldwide. Our employees enjoy a flexible and supportive work environment, competitive compensation, and opportunities for professional development—while being part of a vibrant international team that values collaboration and innovation.

WHY YOU SHOULD WORK FOR AZAMARA

• Join a growing, transformative cruise brand.
• Be part of a multicultural, global team that celebrates      diverse perspectives.
• Work with colleagues and guests from across EMEA and      beyond.
• Embrace and embody our core values:
  • Curiosity       – We approach every interaction with empathy and open-mindedness.
  • Sustainability       – We protect the world where blue meets green.
  • Integrity       – We do the right thing, even when no one is watching.
  • Accountability       – We take ownership and deliver results.
  • Passion       – It’s in everything we do.

    

WHO YOU ARE

• Engaging, professional, and relationship-driven.
• Skilled at managing time and multitasking in a      fast-paced environment.
• Self-motivated, proactive, and detail-oriented.
• An excellent communicator who listens, empathizes, and      resolves effectively.
• Comfortable working independently in a remote,      results-driven setting.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The UK / EMEA supervisor will have focus on established KPI’s to identify improvement activities that will increase revenue, efficiency, and customer satisfaction. They will utilize the technology at their disposal to drive the necessary change to optimize the department’s performance.

• Provide individual statistics and      visibility on conversion and GTR, along with consistent sales coaching, to      help team members increase productivity.
• Ability to pull team and individual      statistics using Power BI.
• Experience in any workforce management      system, including scheduling, forecasting, and real time adherence.
• Demonstrates a strong ability to lead      with passion and a drive for results.
• Collaborates and partner with peers      and leaders and work well with other departments by demonstrating a      win-win, can do attitude.  
• Works closely with the sales team as a      point of contact for escalations and problem resolution.
• Manage the operation of the team to      achieve optimal levels of efficiency and production and meet all      established KPI’s while maintaining quality expectations.
• Analyze trend reporting to identify      operational opportunities. Must be able to recommend strategies as well as      create and execute plans to take advantage of those opportunities.
• Gather relevant data from Power BI and      Ring Central and prepare presentation of contact center performance in      meetings such as commercial trading.
• Monitors individual and team      performance to identify and act on both positive and negative performance      trends to ensure attainment of revenue goals and performance targets.
• Monitors recorded calls and emails to      observe employee demeanor, technical accuracy, and conformity to company      policies.
• Assesses customer service situations      and requests for policy exceptions, uses sound business judgment to      recommend appropriate solutions, and address customer complaints.
• Provides communication and follow-up      to ensure employees are fully informed of all new information related to      products, procedures, customer needs and company related issues, changes,      or actions.
• Provides status updates and work      volume statistics for performance purposes and to keep records of customer      service requests and complaints in HubSpot.
• Leads meetings, facilitates work      sessions, and delivers presentations which may include public speaking to      large audiences.
• Deliver performance appraisals and      administer disciplinary action as required.

FINANCIAL RESPONSIBILITIES:

None

QUALIFICATIONS:

• Undergraduate degree in a related      field
• Minimum 2-3 years’ workforce      management experience in a call center environment
• Proficiency with workforce management      tools, Ring Central/Nice software preferred
• Automatic Call Distribution (ACD) and      Call Management System (CMS) system/reports experience preferred.
• High proficiency with Microsoft Word      and Excel

KNOWLEDGE AND SKILLS:

• Analytical with keen problem-solving      skills
• Able to multi-task and prioritize in a      high volume, high stress environment.
• Proactive and organized.
• Working knowledge of the reservations      systems the agents use
• Detail oriented with impeccable      follow-up skills.
• Excellent verbal and communication      skills
• Excellent Leadership skills
• Coaching and developing skills.
• A role model for Azamara’s values.

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: 

 This is a hybrid position. The requirement is three days in the office and two days remote. To thrive in a remote work environment, individuals must master the art of self-discipline and time management, ensuring tasks are completed efficiently and deadlines are met. Proficiency in utilizing communication and collaboration tools is essential for seamless interaction with colleagues and team members. Maintaining a healthy work-life balance by setting boundaries and prioritizing personal well-being is crucial. Success also hinges on having a dedicated home office setup conducive to productivity. Effective collaboration and fostering a supportive team culture contribute to a sense of belonging and synergy among remote workers. Finally, a commitment to continuous learning and adaptability to the evolving dynamics of remote work are key factors in achieving sustained success.

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.