This is a leadership role overseeing the Reservations Supervisors (Resolution Desk) and their teams of Cruise Specialists in a dynamic call center environment. While providing support to all the departments within Guest Services, this position also works closely with various other departments within the company to maximize revenue and keep a consistent flow of communication. This role is crucial in ensuring exceptional customer service, achieving or exceeding sales targets, and collaborating effectively with technology teams for continuous system improvements and support.

Duties & Responsibilities:

• Manage and lead a team of supervisors and cruise specialists to achieve performance targets and deliver exceptional customer service.

• Develop and implement strategies to maximize sales and occupancy through effective reservation management.

• Monitor call center metrics and implement process improvements to optimize efficiency and customer satisfaction.

• Collaborate with cross-functional teams, including but not limited to Accounting, Revenue, Sales, and Marketing.

• Review accounting reports to ensure balances and refunds are up to date.

• Review and amend bookings, cancellations, pricing, and accounting as needed.

• Work closely with technology teams to enhance reservation systems, phone systems, websites, and other technological tools to ensure operational needs are met.

• Manage the onboarding process for the department by working closely with HR, reviewing resumes, conducting final interviews, attending job fairs as needed, and choosing the best candidates.

• Manage and execute itinerary changes by creating guidelines while paying close attention to detail and follow-up.

• Conduct regular performance evaluations, provide coaching and feedback to team members, and ensure ongoing professional development.

• Manage and address any employee relation issues, collaborating with HR and the direct supervisor.

• Oversee the Supervisor schedule monthly and approve payroll.

• Prepare and monitor reports on reservation trends, sales performance, and operational efficiency.

• Ensure compliance with company policies, procedures, and regulatory requirements.

The pay range that the employer in good faith reasonably expects to pay for this position is $46.23/hour - $72.23/hour. Our benefits include medical, dental, vision and retirement benefits. Applications will be accepted on an ongoing basis.

Tundra Technical Solutions is among North America’s leading providers of Staffing and Consulting Services. Our success and our clients’ success are built on a foundation of service excellence. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Unincorporated LA County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: client provided property, including hardware (both of which may include data) entrusted to you from theft, loss or damage; return all portable client computer hardware in your possession (including the data contained therein) upon completion of the assignment, and; maintain the confidentiality of client proprietary, confidential, or non-public information. In addition, job duties require access to secure and protected client information technology systems and related data security obligations.