*Position based at Mexico City offices*
The Sr Guest & Trade Services Executive delivers towards the overall operational delivery in RCL LACAR contact centers Working closely with the GTS Manager the primary objective is to maximize revenue generating opportunities identify efficiencies and ensure the quality to the customer is constantly improved through effective management of our supplier and its contractual obligations as well as performance measures through KPI's and SLA's
In the absence of the Guest & Trade Services (GTS) Manager you will be responsible for maintaining the accountability of our supplier's performance
Additional responsibilities range from participating in company or supplier led projects continuous improvement initiatives and process updates in addition to assessing training needs that have an impact on the contact centers and ensuring the deliverables are in line with brand strategies
**E**SSENTIAL **D**UTIES **AND** **R**ESPONSIBILITIES**:
**SALES OPERATIONS & CONTINUOUS IMPROVEMENT**
- Work closely with the GTS Manager to align operational contact center need to brand strategies
- Work with the supplier & GTS Manager in building effective working relationships with key contacts and exchange feedback
- Take responsibility in the absence of the GTS Manager to manage supplier KPI's and SLA's to maximize performance and attend management meetings when necessary
- Build effective working relationships with outsourcing supplier (Conduent) to support and promote initiatives on continuous improvements exchanging feedback and recommendations with GTS manager
- Provide direction and own process improvements through insights & implement proposed plans with mínimal impact to SLA's
- Responsible for the planning and promoting of sales campaign launches and maintain the supporting documentation




- Act as the Subject Matter Expert of procedural and policy expectations to all contact center departments
- Support and monitor the implementation of new projects and processes and give direction for continuous improvement Where relevant
provide support for the market for all functions that have been consolidated as part of the market efficiencies projects
- Support Regional BDMs and sales staff with escalations or questions about our service
- Manage and monitor the implementation of new projects and processes and give direction for continuous improvement
- Responsible in assessing the quality of work and provide feedback and recommendations Participate in projects and plan the roll out to contact centers
- Participate in executive calls with the ships and key royal personnel if necessary Assist with management of incentives
communicating success / opportunities to head of GTS Manage and design appropriate training material & coordinate when necessary
via the brands and supplier training teams and its successful transition to the contact center Responsible for the assessment of quality assurance expectations
provide feedback and coaching and attend calibration sessions
- Participate in projects and plan the roll out to contact centers
- Analyze audit control reports such as company losses and evaluate for future training needs to minimize the loss




- Analyze insurance reports to keep our clients aligned to our policies and procedures
- Ensure the contact center works within revenue guidelines and supplier's write off limits
**GUEST EXPERIENCE**
- Review the number of escalations received with the Guest Experience team on a regular basis Support guest resolutions when necessary
with the aim to provide a one touch guest resolution
- Work with the Guest Experience team to understand & evaluate trends and areas for improvement
**LOCAL MARKET EVENTS & INCIDENTS**
- Participate in the handling of any local incidents that require contact center support in conjunction with the Guest Experience team
- Be part of the out of hours duty team roster for LACAR and the Go!
Team
- Be available for site visits abroad and ship visits as and when there is a business need
- Be versátil to the demands of the business
**ADMINISTRATION**
- Manage incoming post and scan written correspondence received to relevant areas for processing
- Own the audit process and change requests to ensure all documentation for the team and supplier is maintained
- Manage the reconciliation of reports and invoices
- Logging & escalating IT issues
- Responsible for processing of new user accounts by timelines required & manage account closures
- Manage the implementation of telephony change requests
**EXPERIENCE / KNOWLEDGE & SKILLS**
- Proven experience in the use of Excel and PowerPoint Database experience desirable: Siebel
Hyperion & Emergency Manifest tool preferable
- 1-year contact center experience
- Administrative and time management skills
- A quick and logical thinker
- Proven presentation skills Superior decision-making skills required
including the ability to think critically and use independent judgment
- Ability

📌 Guest & Trade Svcs Executive Lacar (Xico)
🏢 Royal Caribbean Group
📍 Xico