Sailor Services First Mate Manager

Virgin Voyages•Plantation, FL

22h•Hybrid

About The Position

The First Mate Manager, within Sailor Services, is responsible for overseeing all aspects of contact center operations, with a strong focus on team leadership, culture development, operational excellence, and quality service delivery. This role drives performance through best practices, strategic coaching, and continuous improvement while ensuring an exceptional Sailor and First Mate (Travel Agent) experience aligned with Virgin Voyages’ brand standards. A key component of this role is owning and elevating the First Mate experience by partnering closely with Sales and First Mate Support teams, ensuring accurate and consistent handling of advisor bookings and inquiries, and driving a seamless, end-to-end journey that strengthens trust, partnership, and overall satisfaction within the First Mate community. This gig is based at VVHQ - our swanky Virgin Voyages Head Office in Plantation, FL where we follow a hybrid work environment. We can't wait to 'sea' you in person during our Collaboration Days, Tuesdays, Wednesdays, and Thursdays, while you enjoy Mondays and Fridays' as remote days. Essential Responsibilities: Serve as the primary advocate for the First Mate (aka Travel Agent) experience, ensuring clear, consistent, high-quality support that strengthens trust, partnership, and overall satisfaction. Partner closely with Sales and First Mate stakeholders to identify pain points, improve processes, and enhance the end-to-end First Mate journey. Drive a culture of collaboration and open communication in the handling of First Mate bookings and inquiries, ensuring adherence to policies while minimizing escalations and serv Serve as the primary advocate for the First Mate (aka Travel Agent) experience, ensuring clear, consistent, high-quality support that strengthens trust, partnership, and overall satisfaction Partner closely with Sales and First Mate stakeholders to identify pain points, improve processes, and enhance the end-to-end First Mate journey Drive a culture of collaboration and open communication in the handling of First Mate bookings and inquiries, ensuring adherence to policies while minimizing escalations and service friction. Monitor call drivers and trends, using insights to inform coaching, process improvements, and proactive communication strategies Lead resolution of complex First Mate escalations, balancing policy adherence with relationship management and brand integrity Lead hiring, coaching, development, and ongoing engagement of Crew Champion a high-performance, positive, and collaborative team culture Ensure contact center service levels are consistently met while delivering exceptional Sailor and First Mate service Analyze performance and productivity data to assess trends and drive improvements Take on additional responsibilities and challenges as directed by leadership Proactive CSAT Recovery: Monitor customer satisfaction (CSAT) and implement recovery strategies for underperforming areas. Ensure Crew effectively balance savvy sales techniques with service excellence Support special projects and cross-functional initiatives as assigned Collaborate effectively with internal leadership, cross-functional teams, Sailors and First Mates Act as an ambassador of Virgin culture and values Communicate and educate Crew on policies, procedures, and sales/marketing initiatives clearly and effectively Identify and action on team and individual performance opportunities, fostering growth

Requirements

Strong interpersonal and leadership skills, including the ability to provide constructive feedback that drives improved performance
Proven ability to foster a collaborative team environment and support company-wide objectives
Demonstrated effectiveness in leading through change and facilitating organizational transformation
Ability to develop and implement creative, solution-oriented approaches to call center challenges
Minimum of 4 years of leadership experience in a contact center or reservations center environment
Highly motivated, professional, sales- and guest service-oriented; able to work independently and adapt to change
Demonstrated proficiency within Google and Windows environments, with the ability to quickly learn new systems
Bachelor’s degree required
Flexible schedule required, including days, evenings, weekends, and holidays
Ability to work on-site at our Plantation, Florida office. We offer a hybrid schedule, with in-office days Tuesday through Thursday.

Responsibilities

Serve as the primary advocate for the First Mate (aka Travel Agent) experience, ensuring clear, consistent, high-quality support that strengthens trust, partnership, and overall satisfaction
Partner closely with Sales and First Mate stakeholders to identify pain points, improve processes, and enhance the end-to-end First Mate journey
Drive a culture of collaboration and open communication in the handling of First Mate bookings and inquiries, ensuring adherence to policies while minimizing escalations and service friction.
Monitor call drivers and trends, using insights to inform coaching, process improvements, and proactive communication strategies
Lead resolution of complex First Mate escalations, balancing policy adherence with relationship management and brand integrity
Lead hiring, coaching, development, and ongoing engagement of Crew Champion a high-performance, positive, and collaborative team culture
Ensure contact center service levels are consistently met while delivering exceptional Sailor and First Mate service
Analyze performance and productivity data to assess trends and drive improvements
Take on additional responsibilities and challenges as directed by leadership
Proactive CSAT Recovery: Monitor customer satisfaction (CSAT) and implement recovery strategies for underperforming areas. Ensure Crew effectively balance savvy sales techniques with service excellence
Support special projects and cross-functional initiatives as assigned
Collaborate effectively with internal leadership, cross-functional teams, Sailors and First Mates
Act as an ambassador of Virgin culture and values
Communicate and educate Crew on policies, procedures, and sales/marketing initiatives clearly and effectively
Identify and action on team and individual performance opportunities, fostering growth