Job Description Job Title :
Team Leader
Department :
Holland America Line and Seabourn Reservations
Reporting to (Job Title) :
Call Centre Manager
No of Direct Reports :
10
Titles of Direct Reports:
Reservations Consultants
Size of Department:
25
Budget Responsibility (direct) :
£0
Revenue Responsibility (direct) :
£0
Date of issue: Issued by (name):
Overall Purpose of Role :
To provide leadership, guidance and a commercial awareness to assign HAL / SB Reservations Consultants and to foster an engaging and motivational environment with a focus on the achievement of the call centre’s objectives.
Main Activities and Responsibilities Strategic Leadership
Work closely with other team leaders
Conduct quality monitoring and identify improvement areas
Provide on-going communication to Reservations Consultants
Promote a “sales through service” culture.
Provide feedback on current policies and processes.
Contribute to the design of new policies and processes Page 1 of 7
Facilitate change in a supportive and effective manner Communicate sales messages
People Management / Coaching / Development / Resourcing
Coach Reservations Consultants to improve and develop abilities
Foster an open and positive working environment
Prepare a professional development plan for each Reservation Consultant to support individual career goals and organisational succession plans
Recognise and reward performance of Reservations Consultants
Conduct monthly 1:1 meetings
Provide feedback and training opportunities for Reservations Consultants including on the job training
Conduct regular performance evaluations and implement corrective action or disciplinary procedures when required
Participate in selection of new staff
Be visible and available to Reservations Consultants
Budget Management / Financial Responsibilities / Revenue / Sales / Cost Management / Cost Control
Support the financial objectives of the call centre including budget and cost effectiveness
Customer Responsibilities (Internal & External Customers) Serve as a supportive figure; listen and be compassionate to the difficulties of the Reservation Consultant’s job
Assist Reservations Consultants with difficult calls and handle escalated calls
Technical (including systems) and/or Professional Responsibilities Manage the availability on a real time basis to ensure that service level objectives
are met Support day to day work processes in the call centre
Inbound and outbound call management and leadership
Assist and support Cruise Consultants to resolve problems and make decisions for themselves (empowerment)
Be available to answer questions relating to policies and procedure or use of business systems and tools Page 2 of 7
Gather and analyse performance data including customer satisfaction information
Prepare charts and graphs that show performance trends over time
Help to set goals and objectives
Communicate performance results and goals to the team
Monitor and report on the effectiveness of new policies and processes
Participate in benchmarking activities to understand the process and performance of other teams and call centres
Help to evaluate existing business systems and tools and plan for the future
Administration Responsibilities
Manage and ensure schedule adherence.
Help co-ordinate breaks, lunches and training sessions to align with expected call volumes
Monitor attendance and take corrective action when required
Other Responsibilities Ad hoc duties and project work
HESS Responsibilities
Lead by example by taking care of the health and safety of yourself and others Report all accidents, ‘near miss’ incidents and work related ill health conditions to your manager/supervisor/team leader Follow safety rules and procedures Use work equipment, personal protective equipment, substances, and safety devices correctly Take part in safety training & risk assessments and suggest ways of reducing risks Appoint shore side risk assessment Subject Matter Expert's as required to review and approve ship risk assessments Actively promote safe working within your team and encourage safe behaviours Demonstrate safety leadership in accordance with our Elev8 safety behaviours
General Responsibilities Adheres to Corporate Policies and Procedures, including Code of Conduct, Audit Procedures and any control related responsibility for financial data entered, stored, or reported via business systems within employee’s control (list not exhaustive). To undertake ad hoc duties as required.
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Special Requirements (Equipment Used, External Contacts etc):
To be fluent in using Polar To be competent in using Sabre and Flight Ease
Other Features of Job (travel, hours of work, working conditions etc):
37.5 hours per week to cover Reservations opening hours Reservations opening hours are 9.00 – 18.00 Mon-Fri and 9.00 – 17.00 Sat. The reservations centre is open on bank holidays. Contracted hours are 8.00 – 20.00 and opening hours may be extended if the business need arises.
Location: Southampton Offices
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Person Specification Job Title :
Reservations Team Leader
Department :
Holland America Line and Seabourn Reservations
Education, Qualifications and Training Essential: Maths and English GCSE Desirable: Travel Industry qualification Customer Service qualification
Experience Essential: 2-3 years call centre experience Minimum of 2 years leadership experience
Demonstrated understanding of call centre dynamics.
Demonstrated ability to coach for success in a customer service / sales environment.
Demonstrated ability to implement change with positive results.
Desirable:
Previous supervisory experience.
Travel agency or tour operator background.
Previous airline GDS, such as Amadeus experience.
Work Based Competencies Competencies that refer to the specific work related skills required for successful performance in the role. (e.g. technological competence, written ability, numerical ability, relevant legislative or procedural understanding, analytical ability, organisational ability and project management etc. Essential:
Set goals and maintain high standards.
Exceed expectations.
Share knowledge and experience Page 5 of 7
Keeps abreast of industry and professional developments to maintain your own expertise Proficient in Microsoft Word / Excel / Powerpoint
Demonstrates a customer and client focus.
Leader – Role model, knowledgeable about the call centre and the business needs of the Company. Relates to team and inspires confidence in Reservations Consultants.
Motivator – Results driven with a positive, “can do” attitude. Engenders an atmosphere of fun to keep performance and moral high.
Coach – Mentors Reservations Consultants to further their development.
Communicator – Possesses superior communication skills, both with staff and other departments or managers within the organisation.
Problem Solver – Puts out fires, keeps the team focused and mediates disruptive behaviour by solving problems as they arise.
Desirable:
Competent in the use of ACD (Automatic Call Distribution) and WFM (Workforce Management Reporting)
Behavioural Competencies Competencies that refer to the personal characteristics and behaviour required for successful performance. Please ensure that this is linked to the generic competency framework. For example Commercial Acumen, Communication, Customer Focus, Influence, Motivation and Commitment, New ideas/Continuous improvement, Problem Solving and Decision Making, Team Work. Each level of competency required should be described specific to the level of the role. Essential:
RESPECT
Listen without interrupting.
Acknowledge others.
Be on time.
INTEGRITY
Be accountable for own role and actions.
Do the right thing.
Be open and honest.
LOYALTY
Be committed to HAL / SB vision. Page 6 of 7
Be a team player.
Represent HAL / SB brands with pride.
Builds and Maintains Relationships.
Personal Accountability and Motivation.
Resilience
Team Work
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