CCL Industries Benefits Overview

Leads the day-to-day operation of a contact centre support team, coaching employees, improving service performance and KPIs, increasing revenue opportunities, promoting digital self-service, improving first-contact resolution, and resolving pre-cruise complaints. The role also manages escalations, motivates a diverse team, supports performance development, and collaborates with the CCO Manager on customer service strategies.

Leads fleet-wide marine safety, emergency preparedness, regulatory compliance, and training programs. Serves as the subject matter expert for firefighting, lifesaving, emergency response, and maritime regulations. Oversees drills, proficiency assessments, corrective actions, audits, incident reviews, vessel visits, training systems, and regulatory stakeholder relationships. Supports newbuild and retrofit projects, analyzes fleet performance, and drives continuous improvements across shipboard operations.

Supports the HR Manager across employee relations, performance management, recruitment, workforce planning, compliance, engagement, learning and development, payroll support, and HR analytics. Advises supervisors, conducts investigations, reviews HRIS data and employee records, prepares workforce reports, facilitates training, supports compensation processes, and acts as deputy to the HR Manager. Ensures consistent policy application, legal compliance, employee engagement, and continuous improvement of HR operations.