Supervisor, QA, Workforce System Support (CASI)

Job Description

Cruise Administration Services, Inc., a Carnival Cruise Line entity in the Philippines, is currently looking for a Supervisor for QC, and Workforce Systems Support.

Only candidates located in the Philippines to apply.

Job Summary:

This position is responsible for making sure that all Crew Travel Specialists’ KPIs are met by doing constant quality checks and collaborates with the team leads and managers for each Specialist’s performance. This position should be monitoring all inbound and outbound calls and emails, PNR records, and Sabre queues to assess Specialist’s performance and make suggestions so as to provide quality service in line with the organizational objectives. This position should also be in constant collaboration with the Supervisor Trainer in making sure that all Specialists are knowledgeable in all the processes and updates in the travel operations.

In addition, as the Supervisor for Workforce Systems Support, you will be responsible for overseeing the daily operations of our workforce management systems. This role requires a blend of technical prowess and leadership skills to ensure that our systems are effective, efficient, and aligned with our organizational goals. You will lead a team dedicated to system maintenance, troubleshooting, user support, and the ongoing enhancement of our workforce management software. 

Essential functions:

• Perform QA reviews on agents and queues to research/track operational and industry developments, and competitive trends.Identifies coaching/business opportunities and best practices and presents business cases that will yield financial and operational efficiencies. 
• Supervise and lead a team of systems support specialists to provide exceptional support and maintenance of workforce management systems.
• 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 shift leadersby 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. Communicates system defects to the appropriate parties, assist in identifying solutions and follows through until resolved.
• Manage the deployment, monitoring, maintenance, development, upgrade, and support of all current IT systems, including telephones, PCs, operating systems, hardware, software, peripherals, and Office Automation equipment.

Qualifications:

• With Bachelor’s degree in Tourism/ Travel Management.
• Has 3 years of related experience preferably in travel or cruise line industry/ travel industry.
• Requires expertise in a GDS system, preferably Sabre.

• Fully amenable to a hybrid work setup (Pasay, NCR) and adaptable to shifting schedules.

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