Supervisor, Crew Travel Ops (CASI)

Job Title: Supervisor, Crew Travel Operations

Company: Cruise Administration Services, Inc. (CASI), a Carnival Cruise Line entity in the Philippines

Location: Philippines

Job Summary

This position is responsible for supervising daily crew operations functions, such as ensuring that calls, emails, and chats are documented in accordance with the levels of service required. Responsible in making sure that SLAs are being met, measure performance with key metrics such as call abandonment, calls waiting, etc, anticipate escalations and take over calls when needed, ensure all Specialists’ adherence to policies for attendance and established procedures.

This role should also keep the management informed of any issues and problems being encountered on each shift.

Essential Functions

• Ensure the daily crew travel operations meet the requirements, such as the required service level for calls, emails, and chats
• Proficient management of employees and team performance; coach, counsel and motivate employees; evaluate employees; investigate complaints or performance concerns; implement disciplinary action as needed and in consultation with the Team Lead or Manager appointment authority and Human Resources
• Maintain close working relationship with Team Leads and co-Supervisors by communicating team’s expectations; planning, monitoring, and appraising team results; coaching, counselling, and disciplining employees, initiating, coordinating, and enforcing systems, policies, and procedures
• Support in the establishment of contingency plan coverage for scheduled downtimes, connection issues, weather interruptions in achieving the required staffing
• Maintain budgetary control over all bookings made by crew travel specialists associated with the movement of personnel within the fleet, as well as any financial decisions to resolve emergency travel situations
• Ensure resource efficiency by periodically reviewing internal application systems, procedures, and processes for crew operations and concierge functions
• Proficient administration of statutory training requirements of all new hire specialists and existing employees for any process improvement and/or new process implementation
• Expertise in developing individual learning plans through presenting information using visual materials, team exercises, role plays, and decisions
• Implementing training and development programs based on the organization's needs and the needs of the individual, such as holding refresher courses for agents who aren't meeting their KPIs
• Support in producing training manuals as standard operating procedure of the department