Gratitude Inc. is a professional HR Tech Recruitment firm specializing in recruiting permanent, contract, and temporary positions for the world's top companies. Our base is in India, Philippines, Malaysia, and Africa. We are a direct sourcing partner Company of the different top BPOs offshore and onshore.

We have an ongoing hiring for Operations Supervisor for Sales for our BPO Partner in MOA Pasay City.

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

Work Location: MOA, Pasay

Work Setup & Schedule: Onsite and shifting

Salary : Confidential (Will be discussed during the interview)

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.
  

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.
  
• 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, micro-coaching 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.
  
• 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.
  
• Cultural fluency with U.S. consumer expectations and ability to guide team members in aligning tone, rapport, and service style with U.S. guests.
  
• Flexibility to align work schedule with U.S. business hours and peak sales Windows

To apply, please submit your updated resume for this post or via email at isay@gratitudephilippines.com and answer the pre-screening questions.

Further details will be discussed once invited for an interview.

Our recruitment team will reach out to you via WhatsApp/Viber or a direct call once shortlisted.

APPLY NOW!