Inbound Sales Supervisor

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 Operations Team has an exciting career opportunity for a full time Inbound Sales Supervisor reporting to the Manager, CO Inbound Sales The Americas

This position will be working from Florida. 

Position Summary:

This position is part of the direct consumer outreach sales organization. In this role, you will need to demonstrate strong leadership skills through effective communication with a commitment to elevating employee and customer satisfaction. Responsible for leading a dynamic contact center team of domestic and offshore sales professionals. Dedicated to driving sales, optimizing conversion rates, and fostering a positive workplace environment. 

Essential Duties and Responsibilities:

• Provide leadership to team members by actively supporting departmental strategies that result in goal achievement.
• Develops team performance through development and support of strategies based on sales effectiveness and outstanding customer service.
• Monitors performance and provides individual performance feedback through coaching, goal setting, and creating a supportive, sales-oriented environment.
• Analyze daily Power BI and other call center reporting to manage overall team performance, including but not limited to QA, AHT, CSAT scores, and Call Avoidance behaviors.
• Reports team statistics and performance to Consumer Outreach managers and AVP.
• Works with Consumer Outreach Operations team to ensure that department staffing levels and daily revenue reporting are met.
• Develops solid working relationships with internal departments such as Revenue, Shore
• Excursions, Shipboard Event Coordinators, etc. to be sure that additional revenue opportunities are handled appropriately and in a timely fashion.
• Ability to develop action plans to address performance deficiencies.
• Ability to target relevant specific, observable, measurable behaviors.
• Conducts training sessions for team members as required, both senior agents and new agents in transition, and ensuring the successful adoption of new information.
• Adheres to quality standards and performance metrics and fair human resources management
• Achieves goals/objectives for all business areas pertaining their team by effectively coaching on best practices while improving agents’ overall performance.
• Works in support of a 7 days a week business operation and provide guidance and leadership during full hours of operation.
• Models attributes such as valuing diversity, communicating openly and frequently, demonstrating integrity, and leading change management.
• Ability to communicate in a clear, concise, understandable manner, listen attentively to others, understand material, and provide instructions to team members
• Actively participate in the acquisition of new team members through the hiring process

Qualifications, Knowledge and Skills:

• High school diploma or GED required, college degree preferred, MBA is a plus
• Previous coaching or supervisory experience
• Knowledge and Skills:
• Strong analytical skills and proficiency in statistics
• Strong sales experience and customer service background essential
• Experience in one of the following strongly preferred: sales call center (inbound, outbound or group sales), top performing sales department
• Proficient in Excel (i.e. can create and read data tables, graphs and charts), Microsoft word and Outlook 360
• Familiarity with AS400 or equivalent reservations system preferred.
• Ability and willingness to travel to Mexico City, Manila, and U.S. site locations as needed.

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

No immigration sponsorship offered.

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