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.