Resolutions Coach

MSC Cruises•Fort Lauderdale, FL

About The Position

The Resolutions Coach is the frontline leader for the Resolutions team, guiding, coaching, and supporting Resolutions Specialists who handle complex guest and travel advisor concerns. The role promotes consistent execution of departmental standards, high-quality resolutions, and positive guest experiences through effective issue management and team development. The Coach balances operational performance with employee engagement, builds a culture of accountability, collaboration, and continuous improvement, and serves as an escalation point for complex or sensitive guest matters. The position supports a seven-day-a-week operation; regularly scheduled hours may include evenings, weekends, and holidays, and schedules may change according to business and staffing needs.

Requirements

Be in good standing with the organization, with no active written or verbal disciplinary actions.
Demonstrate a consistent record of performance, attendance, professionalism, and leadership behaviors.
Three to five years of leadership, coaching, mentoring, or equivalent demonstrated experience in a call center, guest service, hospitality, travel, or related environment.
Demonstrated ability to lead and motivate a team in a fast-paced environment.
Thorough knowledge of MSC Cruises policies, procedures, systems, and guest service standards.
Strong conflict-resolution, decision-making, and problem-solving skills.
Excellent written, verbal, and interpersonal communication skills.
Ability to analyze performance data and translate insights into actionable coaching plans.
Strong organizational skills and ability to manage multiple priorities simultaneously.
Proven ability to build collaborative relationships across teams and departments.
Ability to handle sensitive guest situations and high-level escalations effectively.
Sound judgment, accountability, and commitment to service excellence.
Flexibility to work schedules that may include evenings, weekends, and holidays, and to adjust schedules based on business and staffing needs.

Nice To Haves

Bachelor's degree or an equivalent combination of education and relevant experience.

Responsibilities

Lead, coach, and develop Resolutions Specialists to meet department goals and performance expectations.
Conduct coaching sessions, feedback conversations, and performance discussions to support employee growth.
Monitor team productivity, quality, resolution effectiveness, and service levels.
Serve as the primary escalation point for complex guest, travel advisor, and operational issues requiring leadership intervention.
Partner with Contact Center leadership to identify trends, barriers, and opportunities affecting guest satisfaction and resolution effectiveness.
Review escalated cases and provide direction on resolution, documentation, and follow-up.
Support onboarding and training while reinforcing policies, procedures, systems, and best practices.
Use reporting and case insights to identify coaching opportunities and improve team performance.
Ensure adherence to service standards, compliance requirements, and operational procedures.
Collaborate with cross-functional departments to address recurring guest issues and improve end-to-end processes.
Recognize and reward strong performance and address performance concerns constructively and promptly.
Foster a positive, inclusive, guest-centric team culture.
Support workforce and staffing requirements, including schedule adherence and operational coverage.
Recommend process improvements and operational enhancements to improve efficiency and guest satisfaction.
Perform other duties as assigned.