Neal Lee
About Neal Lee
Neal Lee is the Call Center Manager at Viking River Cruises in Boston, with extensive experience in training and organizational development.
Title
Neal Lee is the Call Center Manager at Viking River Cruises, based in Boston.
Current Position at Viking River Cruises
In his current role as Call Center Manager at Viking River Cruises, Neal Lee manages a team of approximately 75 agents, along with their immediate supervisors and work leads. He supervises the connectivity between the Boston Call Center and Viking’s home office in Woodland Hills, CA to ensure employees have the necessary resources. Neal is responsible for oversight of on-the-job training for new employees during their first 90 days. Additionally, he handles various administrative functions including staff scheduling, payroll, and coordinating supplier and vendor relationships.
Previous Roles
Before becoming the Call Center Manager, Neal Lee worked at Viking River Cruises as a Trainer/Coach from 2006 to 2011. He also held a Trainer position at Grand Circle Corporation for 9 months in 2006. Furthermore, he was a Graduate Student in Organizational Learning and Development at Suffolk University from 2009 to 2012.
Educational Background
Neal Lee holds an MSOLD/OD Certificate in Organizational Learning & Development from Suffolk University, where he studied from 2009 to 2012. He also earned a BFA in Performing Arts from Western Kentucky University, completing his studies in 1994.
Training Programs and Development Tools
Neal Lee designed and delivered a comprehensive 4-week training course for new sales agents and supervisors at Viking River Cruises. He also developed tools for Subject Matter Expert (SME) facilitators to assist in the preparation and delivery of training content. Neal regularly coaches agents directly and consults with supervisors to address performance-related issues.