Holland America Line Senior Director, Workforce Management, Training & Quality Assurance in SEATTLE, Washington

Senior Director, Workforce Management, Training & Quality Assurance

Seattle, WA

We are committed to our mission: Through excellence, we create once-in-a-lifetime experiences, every time.

We welcome your interest in joining the Holland America Group - a division of Carnival Corp. The Holland America Group includes Holland America Line and Seabourn (both headquartered in Seattle, Washington), Princess Cruise Lines (headquartered in Santa Clarita, California), and P&O Australia (headquartered in Sydney). The Holland America Group operates a combined total of 41 cruise ships with over 50,000 employees worldwide. This position will be located in our Seattle offices.

Job Details

The Senior Manager, WFM, Talent & QA will provide strategic support and oversight to the global, in-office and virtual, multi-brand Holland America Group workforce, training and quality assurance teams to ensure each brands’ customer service promise consistently exceeds guest and partner expectations. They will advance policy, technology, process improvement and alignment initiatives to ensure an optimized workforce for each of the Holland America Group brands (Holland America Line, Princess Cruises, Seabourn and P&O Australia).

Responsibilities:

  • Forecast multi-channel HA Group contact center volume on a regular basis to ensure new hire classes are scheduled in a timely manner and staffing levels are maintained to achieve service level objectives. Measure and report on operational performance and develop strategic plans to improve relevant key performance indicators for each department through analysis and collaboration

  • Develop positive relationships with key internal and external stakeholders, including but not limited to - brand and shared services executives, legal, finance, IT, HR, vendors, fleet operations, contact center employees at all levels and Carnival Corp. peers.

  • Recruit, retain and develop a team of senior leaders to manage critical business functions

  • Actively participate in the Emergency Response Organization during major incidents or times of irregular operations in order to restore normal service operation as quickly as possible and to minimize the impact to business operations

  • Collaborate with brand, shared services and department management to develop annually and be held accountable monthly to SG&A multi-brand financial plan.

  • Responsible for development of and managing to a multi-million dollar operating plan; including 2 - 3 year outlook and ongoing monthly reviews for forecast adjustments and explanations.

  • Ensure staffing levels are maintained and schedules optimized for 800+ multi-skilled workforce. This requires direct oversight of the shift bidding process, weekend, holiday and international interflow scheduling and includes workforce management oversight for the outbound sales teams.

  • Provide strategic leadership specific to technology consolidation and advancements across the operation and within Carnival Corporation.

  • Business oversight of contact center capital funded projects.

  • Manage business relationship with key contact center vendor partners.

  • Continuously research and advance savings opportunities, including but not limited to those associated with business process outsourcing, work@home or job function consolidation.

  • Attract, retain and motivate global contact center teams through training and engagement platforms such as TinyPulse, Shore Side Live, Yammer, Skype, contests and incentives.

  • Use Speech and Desktop Process Analytics and Quality Assurance to drive call reduction initiatives to increase savings and advance the customer/partner experience through self-service initiatives and process improvements.

  • Partner with Customer Service departments to develop progressive, competency-based training programs in support of department initiatives for Call Center employees. Develops processes to continuously improve training effectiveness.

Requirements:

  • Bachelor degree required, advance degree preferred

  • Minimum 10 years of broad based, progressively responsible experience leading a customer service and/or call center department or in workforce management

  • Strong business acumen, ability to relate WFM processes and objectives to broader business issues and vice versa

  • Demonstrated process improvement methodology and results

  • Extensive experience working within a customer service centric atmosphere

  • Proven leader that inspires employee commitment, loyalty and motivation though progressive workplace practices that foster teamwork, open communication, safety, respect, sincerity, helpfulness, courtesy and humility.

  • Experience managing budgets, forecasting, and productivity analysis

  • Strong skills related to execution and implementation of talent management and learning initiatives and programs

  • Experience with vendor selection and management, budgeting and project management

  • Exceptional communication skills that can be shared with a wide audience while remaining clear, concise and diplomatic

  • Strong computer skills, in depth knowledge of Microsoft Excel

  • Strong organizational skills and excellent follow-through;

  • Experience building, leading and mentoring a team;

  • Strong analytical skills;

Benefits...

  • Flexible Work Schedule! – 9/80 alternative workweek schedule option providing each employee with one (1) weekday off every two weeks.

  • Time off benefits – 8 paid holidays, paid vacation and paid sick time

  • Travel – Generous Cruise and Travel Privileges for you and your family

  • Health – Complete benefit plans including medical, dental, vision and flexible spending accounts

  • Wellness – Health and wellness programs include discounted health benefits and memberships

  • Tuition Reimbursement – Up to 80% with a maximum of $3000 per fiscal year

  • 401(k) – Company match of 33% on employees first 6% contribution with 100% vesting after 4 years of service

  • Profit Sharing Plan – Eligible after 1 year of service

  • Employee Stock Purchase Plan – Discount on Carnival Corporation stock

  • Training – In-house Discover University courses on professional development

  • Rewards & Incentives – Employee Recognition and Reward Programs; rideshare, financial commuter incentives; special employee discounts for local venues, banking services and retail stores

Next Steps…

For more than 140 years, Holland America Line has been a recognized leader in cruising, taking our guests to exotic destinations around the world. Apply today and set sail on an exciting new career course! Our application process is quick and easy, be sure to login to our Talent Center and create a profile and then apply directly to your specific job. Holland America Line is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status.