Call Center Supervisor, Service

LOCATION:  Remote US or Canada only

WELCOME TO THE GLOBUS FAMILY OF BRANDS! 

Traveling the world is incredible...don't you agree? It opens us up to new cultures and experiences. Venturing across the globe invites us to wonder and wander...to marvel and be moved. With 95 years in travel, the award-winning Globus family of brands creates vacations that offer travelers culture-rich experiences featuring must-see sights, the stories behind the scenes and countless joy-filled memories in more than 65 countries on six continents across the globe. We began as a small family company with one man, his rowboat, and a dream in Switzerland in 1928. Nine decades later, the entrepreneurial spirit and ingenuity that created this family-owned institution lives on...as well as our commitment to sustainability!  

Watch a video about the Lighthouse Project to find out more about these efforts! 

We are always on the hunt for exciting, team associates passionate about life and work: People who are easily inspired and excited about what they do. We offer incredible career opportunities in a variety of roles including, but not limited to: vacation planning, reservations, marketing, finance, IT, and customer care.  

Company Benefits Include: Pension Plan, 401K Match, 16-26 days of vacation, Health, vision, dental and life insurance, (For associates working outside US, these benefits may vary slightly) Work from home options, and Home office internet reimbursement. 

Exciting Travel Benefits: 70 to 90% off tours and cruises (plus discounts for friends and family), a free Avalon cruise after 2 years, and Special deals with travel partners like Marriott, Expedia, IATA/IATAN, Norwegian Cruise Line, Hertz, and Thrift Car Rentals to name a few. 

ABOUT THE ROLE 

 A supervisor oversees the day-to-day performance of associates. A supervisor may manage a team, a shift or an entire department. They are also required to monitor staff productivity, recommend staff personnel changes and develop initiatives toward enhanced job performance.  
 

EXPERIENCE/SKILLS REQUIRED   

• 1+ year supervisory experience 
• 2+ years of experience with leading, coaching, and developing individuals
• Experience with handling escalations 
• Knowledge and understanding of call center metrics 

EXPERIENCE/SKILLS PREFERRED     

• 3+ years working in direct-to-consumer sales/service in both inbound/outbound capacities
• Working in a supervisory Service position within contact center
• 3 +years of experience leading, coaching and developing individuals
• Functional experience with MS Office suite and/or Office 365
• Knowledge of customer relationship management (CRM) systems and tools
• Travel industry experience 

RESPONSIBILITIES   

• Ensuring department tasks are being completed and associates are performing at defined levels needed each day for department success
• Providing coaching and evaluating performance and providing feedback, recommends ratings
• Developing training materials and conducting training sessions
• Monitoring both individual and team job performance metrics
• Providing staff with technical guidance and assistance
• Lead in the recruitment of frontline associates, recommends hiring/firing/promotions
• Creating and managing team schedules
• Helping to resolve associates' issues and disputes

THE DEPARTMENT: 

 The Direct Sales Team consisting of Customer Sales & Service, Charters & Direct Groups is responsible for creating happy guests and partners with sales success and providing outstanding service and support. This team increases passenger sales through the direct consumer and group sales channels. They develop and maintain emerging markets channels by integrating sales and marketing strategies to establish direct buyer relationships and create demand for our products.     

EEOC 

Globus family of brands is an equal opportunity employer. We prohibit discrimination and harassment of any type and afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.