At Viking, we foster a challenging, fast-paced work environment with a focus on small teams, action, and continuous improvement. We believe the best results come from investing in our employees. We are proud to employ approximately 7,000 of our own staff worldwide. We offer great opportunities for promotion where our staff is rewarded for hard work, enthusiasm, initiative, and sense of responsibility.

We are currently recruiting for a **Supervisor, Customer Service** **Air Operations** to join the Air Operations team in our Tempe, AZ office.

**Summary**

Responsible for daily oversight and supervision of agents across multiple offices. Has a strong relationship with the manager, openly communicating, taking ownership, and highlighting findings that can adversely affect quality and costs. Responsible for developing the team to deliver outstanding service with a high degree of accuracy and productivity. Will communicate frequently to each team member, rallying them around quantitative and qualitative goals, and instilling a sense of pride in the Viking brand and team. Will take on team and cross-departmental projects to improve productivity. Other duties as required.

**Job Responsibilities**

* Supervisor a team of up to 40 agents/specialists that may be based on-premise, at home, and in remote or international call centers by using all available technology and personal interaction

* Represent the leadership team and broader company initiatives to team

* Leveraging reporting tools and MS Office suite, will create reports, presentations, and analysis on team performance

* Collaborate with Air leadership team and trainers (on premise and remote) to ensure Viking standards are being implemented, and consistently measured

* Work with manager and WFO to ensure proper scheduling/forecasting and call routing for department needs

* Ensure employees are properly trained

* Maintain oversight on monitor scores, coaching and additional training as needed

* Ensure team meets agreed-upon performance metrics, including (but not limited to) abandonment rate, talk time, calls answered and quality scores

* Develop and document workflow procedures and collaborate with the leadership team and front line to ensure they are implemented and maintained

* Participate in formulating and administering policies, objectives, and plans to continuously improve the department.

* Collaborate with Employee Relations and HR in recruiting and hiring top talent, develop team members, address performance issues, and oversee terminations when required.

* Book and service airline reservations using MVJ and Sabre

Quote and book Vikings special negotiated airfares, while explaining airline and Viking processes and requirements

Using active listening, problem-solving, and critical thinking skills the APA will proactively offer relevant options for the guest while efficiently and personably guiding them through the call.

Proactively update guests of airline changes by managing notifications and emailing air itinerary updates

* Navigate various air tools including the cruise reservation system, Sabre (airline system), airline web resources, SharePoint, CRM, and internal reporting

* Expertly employ resources and skills to prevent and manage escalations

Use active listening and skilled probing skills to truly understand guest

* Support department-wide initiatives as needed

Irregular operations for weather, geopolitical, airline, and technical impacts to the guests journey

Processing and notifying guests of airline schedule changes

Booking or re-booking guest airline reservations for improved quality, airline contract changes, or changes to the cruise itinerary

** **Requirements****

* Intermediate to advanced knowledge of Sabre (or other GDS) including the ability to book, ticket, refund, price, and assign seats

* Advanced skills with MS Office products including excel, powerpoint and word

* Experience using Power BI or other analytical reporting and analysis tools

* High level of competence with Avaya CMS or comparable contact center tools

* Advanced knowledge of geography

* Superior customer service and communication skills

* High school diploma required. Bachelors degree a plus

* Availability to work variable shifts, including evenings and weekends (pre-scheduled)

* Ability to travel domestically or internationally if required

** **Preferred Qualifications****

* Travel Agency, Airline, Tour Operator, Consolidator or Cruise line Air Department experience

* Call Center Experience

* Demonstrated ability to work with C-Level to frontline personnel

** **Compensation & Benefits****

* Excellent Medical/Dental/Vision benefits

* 401k with company annual match

* Transportation reimbursement

* Paid training

* Paid vacation

* Paid holidays

* Travel and cruise rewards

* Discounted theater, theme park and movie tickets

* Employee wellness program

* Gym membership

** **About Viking Cruises****

Viking was established in 1997 with the purchase of four ships in Russia and is now the leader in river and small ship ocean cruising. Designed for discerning travelers with interests in science, history, culture and cuisine, Chairman Torstein Hagen often says Viking offers guests The Thinking Persons Cruise as an alternative to mainstream cruises. Viking currently operates a fleet of more than 70 state-of-the-art river ships and an innovative ocean fleet offering destination-focused scenic cruising on rivers and oceans around the world. Viking has plans to grow its fleet of 930-guest ocean cruise ships to become the largest small ship ocean cruise line.

Among its industry accolades, Viking was rated the #1 ocean cruise line in *Travel* *Leisure* s Worlds Best Awards in 2016, 2017 and 2018 and was also voted the #1 River Cruise Line by *Cond Nast Traveler* in their 2018 Readers Choice Awards. Additionally, Viking received 11 first place awards in the 9th annual Cruise Critic 2019 Cruisers Choice Awards, including Best Overall Small Mid-Size Ocean Ship and Best River Cruise Line. The Cruisers Choice Awards name the best cruise ships in the world, based solely on ratings submitted with member reviews published on the Cruise Critic website. For additional information, visit *.*