US Cruise Reservations - PCC

Work Condition: Permanent - Full-time EmploymentWork Type: OUTBOUND - salesWork Schedule: Shifting - USWork Arrangement: OnsiteReporting Site: Eastwood - MDC 100Salary Package: 23,000.00 all in package (18k Basic + 2k Non Tax Allowance + 3k Campaign Allowance) Minimum Qualifications:Sales target: Proactively use all available resources in order to generate targeted revenue of deposited new direct bookings annually; from both past and prospective customers, for Princess Cruises.Manage own time and priorities, to efficiently contact and service leadsBuild and maintain relationships with contacted leads to facilitate repeat businessChampion and be an ambassador for the Cruise Holiday team including working with and developing outbound processesDisplay excellent customer service and exceed customer expectations at every opportunity; including (but not limited to) selling the right cruise holiday to meet customer needsIncorporate key messages and strategies to ensure the best outcome for the customer and the business , including brand complianceUtilise and develop creative selling techniques, including up-sell and cross-sell options to customers; promoting certain sailings as directed by the businessGuide and influence contacted leads to make a booking using selling skills and strategiesProactively develop a lead follow-up process and strategy, including diary management to contact leads in a timely manner and the provision of further information and/or relevant brochureTake initiative to provide feedback and suggestions to the team and wider Customer Service department on process and procedural improvementsMaintain the highest standards of professionalism in all interactions, creating a positive image of the products and the CompanyChallenge all levels of management utilising correct channels, where facts and evidence require itCommit to and demonstrate the values and behaviours of Customer Service and the wider department / CompanyOther duties as required

Work Condition: Permanent - Full-time EmploymentWork Type: Blended Work Schedule: Shifting - USWork Arrangement: OnsiteReporting Site: Eastwood - MDC 100Salary Package: 23,000.00 all in package (18k Basic + 2k Non Tax Allowance + 3k Campaign Allowance) Minimum Qualifications:Amenable to night shiftMust be amenable to work onsite in Eastwood

Work Condition: Permanent - Full-time EmploymentWork Type: Blended Work Schedule: Shifting - USWork Arrangement: OnsiteReporting Site: Eastwood - MDC 100Salary Package: 23,000.00 all in package (18k Basic + 2k Non Tax Allowance + 3k Campaign Allowance) Minimum Qualifications:Agents are expected to be willing to report onsite and be amenable to do graveyard shift, including weekend shift as this is a US account.Service driven individual with proven work experience in customer service environmentProviding positive customer experience as well as effective verbal and written communication skill, including effective emailwritingAble to work autonomously but able to recognize when additional support is needed on handling customer interactions and transactionsAble to navigate multiple systemsAttention to detailMust be willing to be on mostly US hours and shifting hoursIntensely immersed in navigating different systems and knowledge baseExperience with call center environment in handling customer voice interactions (preferred)

PRIMARY FUNCTION:As a Real-Time Manager, you will manage program staffing to meet daily, weekly, and interval staffing requirements. The person is also responsible for compliance with WFM operating procedures, oversight of the WFM real-time team, and other workforce-related management tasks. You will closely coordinate with various business stakeholders; Liaise with Clients & internal stakeholders to drive and concisely deliver information. You have to identify areas of opportunity and implement innovative real-time solutions to maximize efficiency and implement and perform audits to ensure accuracy in all processes and deliverables.RESPONSIBILITIES:General and Task Management• Manage end-to-end Real-time management team.• Achieve Program KPIs across campaigns supported.• Monitor real-time agent schedule adherence.• Monitor real-time agent call statistics.• Initiate All hands-on-deck activities to meet KPIs.• Optimize off-phone time exceptions intra-day. • Analyse contact patterns understanding daily, weekly, monthly & annual patterns.• Create and manage reporting and analysis information from different lines of businesses, contact types, agent utilization, and attrition.• Liaise with Clients & Stakeholders and eventually drive utilization.• Create and deliver reports to clients and managers, including other Support Departments, to plan effective measures to achieve operational and strategic business results.• Manage deviations from the plan that have a financial impact.• Monitor key manufacturing processes for capacity and demand, identify capacity constraints, and provide analysis.• Review data and trends and diagnose problems and concerns. • Utilise knowledge and research methods to benchmark real-time management activities and to driveUtilise knowledge and research methods to benchmark real-time management activities and to drive best practice results. Relationship Management• Collaborate with internal stakeholders to obtain and ensure that current and accurate information is used for planning purposes to meet operational requirements• Co-ordinate cross-functional activities to reconcile variances from original plans and maintain a view of actual against forecast projections.• Ensure adequate data, statistical analysis, and performance metrics are available to internal stakeholders.• Perform all other duties as assigned