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Jess Williams
Talent Acquisition Specialist at Insite Managed Solutions - The Human Operations Experts
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Job Type: Full-time, In-Office 1510 SE 17th St 4th floor, Fort Lauderdale, Florida 33316
Benefits: 401k, PTO, and benefits (health, vision, short/long term disability, and more) eligibility within 1 month of start date
POSITION OBJECTIVE
As the Performance Manager, you will deliver operational service for the Princess Cruise Lines program, including Key Performance Indicators (KPIs), people, processes, quality, and systems within agreed targets and budgets. You will focus on a variety of data analytics, process mapping, identifying root cause(s), comparing benchmarks, creating analytical models, selecting solutions, and assisting with implementation. Innovation will be a crucial focus for this role as the team continues to grow. You will ensure Princess Cruise Lines' best-in-class standards by being responsible for the overall performance of the staff, including customer service, quality, staffing, and motivating employee performance and morale. The Performance Manager must work closely with other team members to ensure that objectives are met and exceed expectations.
CRITICAL SUCCESS BEHAVIORS
Be curious and creative with data, the process, and the business of operations to learn, discover new insights, and contribute
Dig in and analyze data and processes using critical thinking to recommend improvements and define a clear path for improvement with return on investment calculations
Achieve intraday, daily, weekly, and monthly SLA targets
Be cost-conscious and ensure that resources are managed as efficiently as possible while maximizing opportunities to reduce costs without compromising service
Ensures that all HR-related tasks relating to onboarding, performance/behavioral issues, and termination of employees are completed timely, thoroughly, and accurately
Manage day-to-day operations and ensure that all daily and other periodic activities are completed as planned
Motivate and develop team leaders through coaching, feedback, and personal development to enhance performance delivery, meet contractual obligations, and maximize staff retention
QUALIFICATIONS
The ideal candidatemustwould typically have:
Expert knowledge of call center metrics and how to drive performance
The ability and experience related to developing others on a team and motivating them to exceed goals
A desire to work cooperatively in a group environment to achieve common goals
Expert knowledge in root cause analysis, current industry trends, and process improvement recommendations
The ideal candidate would typically have:
A minimum of 5 years of customer service leadership experience within a contact center/business process outsourcer
Experience partnering with workforce management, including areas such as reporting, forecasting, and scheduling
Equal Opportunity Employer M/F/D/V
Employment type
Full-time
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