Manager, CC Operations

POSITION SUMMARY

The Operations Manager is responsible for managing the day-to-day contact center functionality of the Silversea Consumer Sales and Trade Reservations teams, ensuring efficient and effective workflows, optimizing operational processes, facilitating effective communication and collaboration with relevant stakeholders, and maintaining high standards of quality and productivity. 

This role supports and develops teams to ensure that they meet and exceed department goals and KPIs. The OM also helps ensure compliance with company procedures across all access channels. The Manager identifies areas of opportunity to improve Silversea policies and process improvement opportunities with the goal of improving guests’ interactions with our brand.

The Operations Manager is also responsible for driving sales performance across Consumer Sales and Trade Reservations teams by implementing strategies that improve conversion, revenue gene...