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Company Name : MSC Cruises
Location : Fort Lauderdale, FL 33309
Position : Manager of Service Initiatives
Job Description : MSC Cruises, the world’s third largest and fastest growing cruise line, is expanding its Contact Center Organization. As we continue to enjoy the re-emergence of the cruise industry, our contact center is hiring for multiple positions including the Manager of Process Improvement and Efficiency. Our ideal candidate is a skilled continuous improvement manger who is adept at business analysis, project management and solution implementation. MSC is a family owned company offering competitive salary as well as second to none benefits including exclusive employee cruise privileges.Bachelor’s degree in business administration, process management, or operations.Three years’ experience in process optimization, project management, operations, or contact center management.A sharp eye for identifying weak points in processes and organizational structures.A strategic and analytical mindset.Exceptional communication abilities including writing, speaking, presenting and active listening.Dynamic thinking and problem-solving abilities.Demonstrated competency with MS Office (Word, Excel, PowerPoint), Outlook, Content Management Systems, Reservation Booking Systems, Telephone SystemsConfidence in your abilities to champion and lead organizational change.Analyzes Contact Center process and procedures.Monitors operational and performance trends and converts data into reporting and recommendations to improve Contact Center, Customer Service and Group outcomesInvestigates escalations, system issues, and complaints to develop process enhancement strategies.Collaborates with key stakeholders to enhance productivity and increase both caller and staff satisfaction.Collaborating with other stakeholders to enhance productivity and staff satisfaction.Strong analytical skills and ability to translate data into measurable action and present projects for evaluation and prioritizationAbility to manage multiple workstreams and the same time and communicate concerns related to resources, timeline obstacles and prioritization.Communicating ideas and opinions to other members of management.Leads Training, mentoring, and guiding team members in new processes.Staying up-to-date with developments in management and process optimization.VISA REQUIREMENTS (if any) Part of the MSC Group, MSC Cruises is the market leader in the Mediterranean, South Africa and South America, and sails year-round in the Mediterranean and the Caribbean. Its seasonal itineraries cover northern Europe, the Atlantic Ocean, South America, southern Africa, and the Persian/Arabian Gulf. MSC Cruises was born in the Mediterranean, and draws inspiration from this heritage to create a unique experience for holidaymakers worldwide. As a result of a euro 6.5 billions investment programme launched in 2003, MSC Cruises’ fleet comprises 13 state-of-the-art cruise ships belonging to four different classes: Lirica, Musica, Fantasia and Meraviglia. The fleet’s average age is 7 years, the youngest in the industry. In 2014, MSC Cruises launched a euro 9 billion, 10 year investment plan to support the second phase of its growth through the order of up to 11 next generation mega cruise ships. As a result, MSC Cruises’ fleet will double by 2026, while the passenger capacity will triple to reach five million passengers per year. MSC Cruises is the first cruise company to develop an investment plan of this length and magnitude. MSC Cruises feels a deep responsibility for the environments in which it operates, and was the first company ever to earn the Bureau Veritas “7 Golden Pearls” for superior management and environmental stewardship. In 2009, MSC Cruises began an enduring partnership with UNICEF to support various programmes assisting children worldwide.Job Type: Full-timePay: From $68,000.00 per yearBenefits:401(k) matchingDental insuranceEmployee discountHealth insurancePaid time offVision insuranceSchedule:8 hour shiftMonday to FridayWork Location: One location
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