Supervisor, CO Inbound
Royal Caribbean Group
Date: 4 days ago
City: Pasay
Contract type: Full time
Position Summary / Job Purpose
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
EDUCATION, EXPERIENCE, KNOWLEDGE & SKILLS: Qualifications:
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.
FINANCIAL RESPONSIBILITIES (FOR MANAGEMENT ROLES ONLY) Responsible for managing agent expenses and/or achievement of revenue targets
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
EDUCATION, EXPERIENCE, KNOWLEDGE & SKILLS: Qualifications:
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.
FINANCIAL RESPONSIBILITIES (FOR MANAGEMENT ROLES ONLY) Responsible for managing agent expenses and/or achievement of revenue targets
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