Manager CC Operations

POSITION SUMMARY:

The Operations Manager is responsible for managing the day-to-day contact center functionality of the Silversea Consumer Sales and Trade Reservations teams, ensuring efficient and effective workflows, optimizing operational processes, facilitating effective communication and collaboration with relevant stakeholders, and maintaining high standards of quality and productivity. 

This role supports and develops teams to ensure that they meet and exceed department goals and KPIs. The OM also helps ensure compliance with company procedures across all access channels. The Manager identifies areas of opportunity to improve Silversea policies and process improvement opportunities with the goal of improving guests’ interactions with our brand.

The Operations Manager is also responsible for driving sales performance across Consumer Sales and Trade Reservations teams by implementing strategies that improve conversion, revenue generation, productivity, and sales effectiveness. This role partners closely with Sales Leadership, Training, Quality, Workforce Management, and other stakeholders to identify opportunities, remove barriers to performance, and foster a culture of accountability and continuous improvement.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Operational Oversight
   • Manage and oversee daily business operations.
   • Ensure operational efficiency and effectiveness through strategic planning and process optimization.
   • Monitor and analyze operational performance metrics.
   • Identify areas for process improvement and implement effective solutions.
   • Effectively manages resources to meet all corporate objectives; determines, monitors, and drives key operational and sales metrics including service levels, conversion rates, revenue performance, booking volume, productivity, compliance, quality standards, guest experience indicators, and other critical business measurements and goals.
   • Ensure efficient allocation and utilization of resources, budgets, or costs.
2. Sales Performance Management

• Drive achievement of sales, revenue, conversion, and productivity targets.
• Monitor and analyze sales performance trends, including conversion rates, booking volume, revenue performance, average booking value, and sales productivity metrics.
• Identify performance gaps and implement action plans to improve individual, team, and departmental sales results.
• Partner with Sales Leadership, Quality, Training, and Workforce Management teams to drive sales effectiveness initiatives and optimize performance outcomes.
• Utilize data and business insights to identify opportunities for increased revenue generation, upselling, cross-selling, and improved sales conversion.
• Lead regular performance reviews to assess business results, identify root causes for performance variances, and develop corrective action plans.
• Ensure coaches and leaders effectively monitor and manage sales performance through structured coaching, feedback, and development plans.
• Support the design, implementation, and governance of sales incentive programs and recognition initiatives that drive desired business outcomes.
• Drive adoption of best practices, sales processes, and customer engagement techniques that enhance guest and trade partner experiences while achieving business objectives.
• Collaborate with stakeholders to forecast sales trends, evaluate business opportunities, and support strategic initiatives that contribute to revenue growth.

3. Team Leadership
   • Lead, mentor, and develop the operation teams, fostering a collaborative and high-performance culture.
   • Facilitates an environment where coaches are completing performance appraisals and providing constructive feedback.
   • Coordinates and supports employee engagement activities with direct and trade teams, including the design and implementation of various programs aimed at motivating employees and maintaining high levels of job satisfaction.

4. Stakeholder Communication
   • Partners with all internal and external functions to build effective business relationships, align operational goals, facilitate problem resolution, and process improvements.  
   • Maintains strong productive relationships among peers, subordinates, and superiors.
   • Builds a network of support for improved communications and partnerships among teams and departments internally and externally.
   • Prepare and present operational reports.

5. Risk Management
   • Identify and mitigate operational risks to minimize disruptions.
   • Ensure compliance with health, safety, and occupational regulations.
   • Serves as a leader in crisis situations and provides valuable feedback and insight during situational response meetings as they pertain to guest or trade partner handling, and communications.

Performs other duties as required.  This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor or management.

QUALIFICATIONS AND EXPERIENCE:

• Bachelor’s degree or equivalent with minimum 5 years’ experience in industry or related field.
• Successfully demonstrated leadership experience of at least 3 years in sales or service call center environment, preferably in the Travel Industry
• COPC certification, Lean Six Sigma, PMP, is a plus

KNOWLEDGE AND SKILLS:

• Strong leadership and team management skills.
• Excellent problem-solving and analytical abilities.
• Ability to interpret sales data, identify trends, and translate insights into actionable business strategies.
• Strong understanding of sales management principles, performance analytics, and revenue optimization.
• Experience leading performance improvement initiatives within a sales and service environment.
• Knowledge of contact center sales methodologies, coaching practices, and KPI management.
• Proficiency in project management and process improvement methodologies.
• Effective communication and interpersonal skills
• Adaptable and flexible to changing business needs
• Strong business acumen 
• Ability to grasp/learn complex concepts quickly and independently
• Proficiency with email, office programs, and mathematical ability

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk, listen, and hear.

The employee is frequently required to walk, sit, and use hands to operate a personal computer. Specific vision abilities required by this job include close vision and color vision.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

The environment includes that of a standard office and moving inside/outside the office. Job may require occasional travel. The noise level in the work environment is usually moderate.

*It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.