Resolutions Coach

MSC Cruises; Fort Lauderdale (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

MSC Cruises in Fort Lauderdale seeks a Resolutions Coach to lead and develop a team of Resolutions Specialists, guiding issue resolution and service excellence. You will coach, monitor performance, and act as the escalation point for complex guest matters, ensuring policy adherence and a positive guest experience.

Bachelor’s degree preferred, with 3-5 years of leadership in related settings. This on-site role supports a 7-day operation, requiring flexibility for evenings, weekends, and holidays

Qualifications

• The ideal candidate is an experienced leader with strong problem-solving capabilities, excellent communication skills, and a passion for developing others.
• 3-5 years of leadership, coaching, mentoring, or equivalent demonstrated experience in a call center, guest service, hospitality, travel, or related 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.
• Bachelor's degree preferred or an equivalent combination of education and relevant experience.

Responsibilities

• Lead, coach, and develop a team of Resolutions Specialists to achieve department goals and performance expectations.
• Conduct regular coaching sessions, feedback conversations, and performance discussions to support employee growth and development.
• Monitor team productivity, quality, resolution effectiveness, and service levels to ensure a consistent guest experience.
• 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 impacting guest satisfaction and resolution effectiveness.
• Review escalated cases and provide direction to ensure appropriate resolution, documentation, and follow-up.
• Support onboarding and training of new team members while reinforcing policies, procedures, systems, and best practices.
• Utilize reporting and case insights to identify coaching opportunities and improve team performance.
• Ensure team adherence to established 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 while addressing performance concerns in a timely and constructive manner.
• Foster a positive, inclusive, and guest-centric team culture.
• Support workforce and staffing requirements, including schedule adherence and operational coverage needs.
• Recommend process improvements and operational enhancements to improve efficiency and guest satisfaction.
• Perform other duties as assigned.

Skills

Leadership

Coaching

Mentoring

Communication

Problem-solving

Analytical thinking

Education

Bachelor's degree or equivalent experience

Job description

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Your Purpose

The Resolutions Coach serves as the frontline leader for the Resolutions team, providing guidance, coaching, and support to a team of Resolutions Specialists responsible for resolving complex guest and travel advisor concerns. This role ensures consistent execution of departmental standards, promotes high-quality resolutions, and drives a positive guest experience through effective issue management and team development.

The ideal candidate is an experienced leader with strong problem-solving capabilities, excellent communication skills, and a passion for developing others. The Resolutions Coach is responsible for balancing operational performance with employee engagement, fostering a culture of accountability, collaboration, and continuous improvement while serving as an escalation point for complex or sensitive guest matters.

Your Impact

• Lead, coach, and develop a team of Resolutions Specialists to achieve department goals and performance expectations.
• Conduct regular coaching sessions, feedback conversations, and performance discussions to support employee growth and development.
• Monitor team productivity, quality, resolution effectiveness, and service levels to ensure a consistent guest experience.
• 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 impacting guest satisfaction and resolution effectiveness.
• Review escalated cases and provide direction to ensure appropriate resolution, documentation, and follow-up.
• Support onboarding and training of new team members while reinforcing policies, procedures, systems, and best practices.
• Utilize reporting and case insights to identify coaching opportunities and improve team performance.
• Ensure team adherence to established 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 while addressing performance concerns in a timely and constructive manner.
• Foster a positive, inclusive, and guest-centric team culture.
• Support workforce and staffing requirements, including schedule adherence and operational coverage needs.
• Recommend process improvements and operational enhancements to improve efficiency and guest satisfaction.
• Perform other duties as assigned.

Your Journey so far

• 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 behaviours.
• 3-5 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 with the ability to manage multiple priorities simultaneously.
• Proven ability to build collaborative relationships across teams and departments.
• Ability to effectively handle sensitive guest situations and high-level escalations.Consistently demonstrates sound judgment, accountability, and a commitment to service excellence.
• Bachelor's degree preferred or an equivalent combination of education and relevant experience.
• This role supports a 7-day-a-week operation. Regularly scheduled hours may include evenings, weekends, and holidays. Flexibility is required, as schedules may be adjusted based on business and staffing needs.

Your Essentials

MSC Cruises is an equal opportunity employer that complies with all applicable federal, state, and local laws, rules and regulations. It is our policy to employ and promote qualified candidates without discrimination on the basis of race, color, sex, age, origin, sexual orientation, marital status, disability or any other characteristic protected by law. Our hiring decisions are based solely on merit, qualifications and business needs.

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.

Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Your journey starts here!