Job Title: Operations Supervisor | Sales coach- Travel and Cruise Account

Work Location: MOA

Work Setup & Schedule: Onsite
Headcount: 2

Start Date: ASAP


Basic Purpose:

Manage sales professionals, including training, developing, motivating, and accountability of a team of outbound

sales professionals for the purpose of achieving or exceeding team sales goals and delivering superior customer

service. Ensure adherence to KPIs, productivity standards, and quality expectations while driving a high-performance

sales culture. Act as the first escalation point for agents and partner closely with leadership to execute daily

operational strategies.


Duties and Responsibilities:

• Monitor the day-to-day activities of assigned PCCs to ensure achievement of sales

goals, call quality standards, and productivity expectations.

• Coach, mentor, and support agents in developing strong sales techniques,

objection handling skills, and value-based selling.

• Conduct regular call monitoring, side by side, and provide real time coaching to

reinforce effective sales behaviors.

• Lead daily team huddles to communicate promotions, targets, call strategies, and

performance priorities.

• Track agent KPIs, including conversion, revenue, talk time, adherence, and follow

up discipline; identify performance gaps and recommend action plans.

• Maintain team attendance standards by monitoring schedule adherence,

addressing attendance issues, and ensuring alignment with staffing needs.

• Create a positive and motivating team environment by recognizing strong

performance, supporting development needs, and maintaining high morale.

• Review daily/weekly performance reports and flag trends, risks, and opportunities

to the Supervisor/Manager.

• Provide coaching and documentation for performance challenges and escalate

disciplinary needs when appropriate.

• Assist with ongoing skill development by delivering training refreshers, microcoaching sessions, and product or

promotion updates.

• Serve as the first point of contact for agent escalations related to system issues,

customer situations, or process questions.

• Ensure consistent execution of sales strategies, policies, and compliance

requirements, including CRM documentation and call flow expectations.

• Partner with Supervisor/Manager on call campaigns, sales initiatives, and productivity strategies.

• Perform other job-related duties as assigned.


Education:

• Bachelor’s degree in Business Administration, Hospitality, Marketing, or related

field; or any combination of education and work experience.

Experience:

• Three years of proven call center sales management experience, managing a team of

sales customer service representatives/telemarketing agents.

• Cruise sales or hospitality industry experience preferred.

Knowledge and Skills:

• Excellent leadership, interpersonal, verbal (including professional telephone

etiquette), and written communication skills to effectively communicate with all

levels.

• Demonstrated knowledge of Microsoft Word applications and experience with

travel reservation systems a plus.

• Knowledge of CRM products, preferably Salesforce.

• Ability to quickly learn and maintain current knowledge of Norwegian Cruise Line

products and services.

• Ability to work well and maintain professional composure under stress and

pressure.

• Strong drive and high energy to reach specified sales goals.

• Ability to train and motivate team members to reach and surpass personal and

department goals.

• Strong sales coaching ability with deep understanding of sales funnels, conversion

levers, and value-based selling.

• Excellent verbal communication skills, including professional telephone etiquette

and the ability to deliver clear, actionable coaching.

• Demonstrated proficiency in call monitoring, behavioral feedback, and skill gap

identification.

• Ability to motivate and develop agents, build rapport, and maintain a positive team

culture.

• Strong analytical skills with the ability to interpret performance data and use


insights to drive improvement.

• Ability to multitask, prioritize, and remain composed in a fast-paced sales

environment.

• High degree of accountability and consistency in enforcing performance

expectations.

• Cultural fluency with U.S. consumer expectations and ability to guide team

members in aligning tone, rapport, and service style with U.S. guests.

• Strong conflict resolution skills and ability to handle escalated issues with

professionalism.

• Flexibility to align work schedule with U.S. business hours and peak sales

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