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
Windows