Position Summary:
This position is accountable for achieving individual and team revenue targets within Consumer Outreach through coaching, goal-setting, and monitoring while creating a supportive, sales-focused environment. The position reports to the Manager of Consumer Outreach Inbound Sales and is responsible for a team of up to 25 Consumer Outreach inbound sales Agents.
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Essential Duties and Responsibilities:
- Provide leadership to team members by actively supporting departmental strategies that result in goal achievement
- Reports team statistics and productivity to Consumer Outreach managers and AVP
- Drives team performance through development and support of strategies tied to sales effectiveness and outstanding customer service
- Works with Consumer Outreach Operations team to properly plan for and set department staffing levels and daily revenue reporting
- 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 design 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 by the team.
- Monitors performance and provides individual performance feedback through informal communications, frequent coaching/goal-setting sessions, and formal performance reviews
- 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 24 hour/ 7 days a week business operation, and may be required to assist in overnight coverage, 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
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