Team Leader, Inbound Sales

POSITION SUMMARY

The position is responsible for conducting orientation to new Cruise Consultants and introducing them to the inbound sales process. Develop individual coaching plans and provide resources and assistance. The inbound Sales Team Leader/Coach is to determine training needs by observing the Shoreside Butler team, observing sales and service approach, guest encounters, studying and reporting on target KPIs, and conferring with the Consumer Sales Leadership Team. The sales coach/Team Leader is to develop performance improvement plans when needed with a focus on an optimized consumer sales model. The inbound sales coach/Team Leader is to make support readily available and integrate team support in routine job functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Coach each Shoreside Butler individually to assess their sales and service ability needs to maximize lead conversion rate and ability to manage their calls effectively
• Design and develop training, KPIs, and reporting, as well as coaching infrastructure to create a training-focused culture that is consistent across the team
• Ensure all staff receives ongoing sales and product/system training related to department KPIs and provide constant follow-up thereafter
• Evaluate skill sets and knowledge of the Shoreside Butler team; provide feedback and documentation to management
• Communicate and interact effectively with decision-makers, at all levels internally and externally
• Adhere to all company policies, procedures, and business ethics codes
• Other duties as assigned by the supervisor

QUALIFICATIONS, KNOWLEDGE, & SKILLS

• Strong knowledge of the sales processes
• Ability to engage and connect with each team member
• Ability to multi-task effectively and ensure that all tasks are completed with full certainty and accuracy
• Excellent customer service skills to assist and handle guest escalations
• Ability to motivate a team to specified targets
• Ability to read and understand various reports and analyze team member performance across the different KPIs set forth by management
• Ability to effectively coach and remediate team members who are not meeting targets and/or KPIs determined by leadership
• Build trust, value others, communicate effectively, drive execution, foster innovation, focus on the customer, collaborate with others, solve problems creatively, and demonstrate high integrity. 
• Maintain professional internal and external relationships that meet company core values. 
• Work both in a small local team and within a larger global team in a highly motivated, competitive environment toward a common goal. 
• Proactively establish and maintain effective working team relationships with all support departments.

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