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
Windows

Pre-Screening Notes:
Educational Attainment:
Outbound Sales Experience (BPO):
Travel Experience:
Last Drawn Salary:
Expected Salary