Manager, CO Inbound Sales

Royal Caribbean Group


Date: 1 week ago
City: Pasay
Contract type: Full time
Responsible for meeting strategic direct Inbound Sales Passenger goals while growing and contributing to overall business objectives for Consumer Outreach. Responsible for achieving profitable Passenger generation by managing the development and overall performance of the Consumer Outreach Coaches and Agents – specifically the Royal brand Consumer Outreach Inbound Sales Coaches and Agents

Essential Duties And Responsibilities

  • Responsible for developing the Inbound Sales Leadership teams to effectively lead their respective employees to maximize performance and sales. Managing all aspects of this area, including hiring, developing, and coaching employees, establishing strategic goals, objectives, and measurements, monitoring team and individual performance, managing tools and technology, and driving measurable improvements to Sales, Customer Service, operating efficiencies, and costs through the review of reports and key metrics.
  • Participates actively in meetings with the Revenue Department to discuss strategies, report out on performance and provide feedback.
  • Provides the Consumer Outreach Coaches with goals, coaching and feedback to facilitate their professional growth, the performance of their team, and their contribution to the organization.
  • Directs the efforts of the Consumer Outreach Coaching staff in order to optimize performance, morale, enhancing their skills and productivity. Ensures compliance and consistency in the application of company policies and Quality Assurance Standards, makes recommendations to improve center efficiencies and customer satisfaction.
  • Responsible for conducting sales training with the agents to increase sales abilities, conversion, attempts, and reach rates. Develop and implement sales strategies and tactics focusing on optimizing CO Inbound Sales production via the Siebel database system.
  • Lead Management: Oversees the distribution of all OB leads on a daily basis, including managing the tactical and strategic objectives of the business by re-prioritizing the leads that come in, in order to obtain maximum sales results and to assist RCI with `need, and `focused products or itineraries.
  • Effectively manages resources to meet all corporate objectives, determines and measures important metrics in order to effectively identify areas of strength and areas needing improvement including service levels, Pax attainment, abandonment, conversion (call to booking ratios), shrinkage, compliance, QA standards, Cabin category mix/revenue and any other statistical measurements/goals.
  • Ensures QA program is developed and is consistent with the strategy described by the business. Ensures on-going fit to strategy recommending re-calibration and/or redesign for shifting priorities or in the event that the program is not producing needed results. Ensures that all members of the Consumer Outreach Inbound Sales Team represent Royal Caribbean International in a manner that enhances our corporate reputation while meeting its strategic goals and objectives.
  • Recommends, interprets and implements company policies and procedures regarding direct customer bookings. Ensures all employees meet the highest standards of ethical behavior. Remains visible and approachable to all members of the Consumer Outreach Department to ensure open, 2-way communication
  • Successfully lead 50-175 employees and partners with Human Resources in the screening and selection process, on-going employee management, provides developmental opportunities for consumer outreach employees, manages the performance improvement/disciplinary processes, and ensures the performance appraisal process is completed in a fair and timely manner.
  • Interfaces with all internal functions in order to build effective business relationships, facilitates problem resolution, and process improvements. Appropriately delegates assignments and authority. Maintains strong productive relationships among peers, subordinates and superiors.
  • Plays an active role in any required development and execution of both agent and Coach incentive plans to ensure recognition and reward for the behavior changes that are going to make the organization successful.
  • Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Qualifications

  • Bachelor’s degree or equivalent preferred and minimum 5 years experience in industry or related field.
  • Successfully demonstrated leadership experience of at least 3 years
  • Extensive sales and call center experience preferably in the Travel Industry
  • Extensive training and coaching skills

Knowledge And Skills

  • Inbound Sales call center background and experience essential to overall operation of business
  • Strong sales experience and customer service background essential
  • Strong record of successful direct to consumer sales and service preferred
  • Strong business acumen
  • Ability to achieve results within budget and target deadlines.
  • Ability to grasp/learn complex concepts quickly and independently.
  • Ability to develop and implement strategy for unique business opportunities.
  • Strong computer proficiency with analysis tools such as Excel and Access, travel booking software, Siebel, and other sales management tools and programs.
  • Familiarity with AS400 or equivalent reservations system preferred. Microsoft Word, Excel, Microsoft Teams,

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Commis 1 ( Halal Kitchen ) | Hilton Manila

Hilton, Pasay
4 days ago
A Commis I affects every Guest experience through food production and food presentation at our restaurants, bars, room service, banquets, and in-hotel cafes.What will I be doing?As a Commis I, you will be responsible for upholding the highest quality standards for the food and beverage operations inside of our restaurants, bars, banquets, in-hotel cafes, and to fulfill room service requests....

Planner, Short Term - Project Based

Royal Caribbean Group, Pasay
4 days ago
Position SummaryCarries out short-term workforce planning and logistics for functional departments in Fleet Operations. Follows operational guidelines and directives from Fleet Operations, Long-term Planner and the functional SME.Essential Duties And Responsibilities Provides short-term manpower plans (schedules) for departments and/or positions as assigned. Provides functional areas within Fleet Operations with systematic information supporting an effective par level planning process and related...

Freelance Customer Service Representative - Remote Opportunity in the Philippines - $3-$4 per hour - WEEKLY PAY

Omni Interactions, Pasay
6 days ago
Job OverviewJoin Omni as a Freelance Customer Service Representative, where you will have the unparalleled flexibility to work remotely while partnering with renowned Fortune 500 companies. This position allows you to set your own hours in alignment with client needs, providing an excellent opportunity for income while maintaining a work-life balance.Key ResponsibilitiesDeliver outstanding customer service to a diverse clientele, specifically...