Supervisor, CO Outbound

Coach, CO Outbound Sales

Journey with us! Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean Group’s Consumer Outreach Team has an exciting career opportunity for a full time Coach, CO Outbound Sales reporting to the Manager, CO Outbound Sales

Position Summary

Coach, council and motivate a team of 15-25 Outbound Sales Agents) to: maximize productivity, maintain excellent customer service, meet brand standards and meet/exceed all Key Performance Indicators & metrics monthly.

Essential Duties and Responsibilities:

• Communicate, reinforce, and track sales goals to team.
• Identify, implement, and maintain best sales practices throughout the department to ensure consistent coaching of the sales process, Siebel, policies, and guidelines.
• Work with existing contests and incentive plans as well as design and implement team plans to motivate and inspire team towards sales goals.
• Ensure compliance with policies, guidelines and procedures that govern the company and Consumer Outreach Department and keep team up to date with all company and department policies and procedures.
• Promote and support a positive and enjoyable, yet productive work environment for sales agents.
• Maintain an open-door policy and encouraging productive dialogue with all team members.
• Manage all team scheduling needs and maintain good communication with timecard scheduling team.
• Help to create, lead, participate in, and train Sales agents to develop sales skills, increase productivity.
• Maintain development/mentorship/follow-up plan for new employees.
• Plan and Lead Team Meetings with clear agenda daily.
• Financial Responsibilities:
• Responsible for the delivery of sales goals/results/reporting on department Key Performance metrics

Qualifications, KNOWLEDGE, AND SKILLS

• Sales management or supervisory role in previous work history minimum 2 years preferred
• 4-year college degree preferred.  High school diploma or GED required.
• Candidate must possess excellent leadership abilities.
• Candidate must have the ability to work both weekday & weekend hours
• Candidate must possess excellent interpersonal skills.
• Excellent communication skills, both written and verbal.
• Knowledge of basic computer systems.
• Prior experience in database management software application(s).
• Proven time-management skills.
• Candidate must have the necessary skills to develop phone relationships with all callers, internal and external, to resolve all challenges efficiently while strengthening guest loyalty.
• Must demonstrate the ability to handle irate or difficult callers who insist on escalating their call to a higher level.
• Knowledge of Siebel, AS400 or data base management applications a plus.

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