*Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

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 candidate must would 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