Outbound Consumer Sales Supervisor

Job title: Outbound Consumer Sales Supervisor in Miami, FL at Xanterra
Company: Xanterra
Job description: Awarded World’s Best Small Ship Cruise line, Windstar Cruises is known for intimate yacht style experience and unique voyages to the world’s best small ports and hidden harbors. Its three sailing yachts and three all-suite yachts carry just 148 to 342 guests and cruise around the world.Our Mission: We imagine and deliver personalized and immersive experiences 180 degrees from ordinaryOur Vision: Enriching people’s perspective through inspired travelOur Values: Welcoming, Innovative, Now, Discipline, Serve, Teamwork, Authentic, ResponsibleAt Windstar Cruises, we believe our team is our greatest asset. Our success is driven by passionate, dedicated, and talented individuals who work together to achieve our vision. We offer a dynamic work environment that encourages personal growth and instills pride in every team member. We are committed to fostering a culture of fairness and diversity, providing equal opportunities for all. Come aboard and be part of a team that values your contributions and supports your professional journey.As an Outbound Sales Supervisor at Windstar Cruises, you will oversee a team of Outbound Sales Agents in a call center environment. Your primary objective is to support Personal Vacation Planners in consistently achieving monthly sales targets. Success in this role requires effective coaching, mentoring, training, and performance management. Additional responsibilities include reinforcing Windstar Sales Academy principles, managing the Salesforce CRM platform, and ensuring adherence to Outbound Consumer Sales Business Rules to maximize team performance.Our offices are located in Doral, FL and work within a Hybrid environment.
Responsibilities

• Supervise employees to ensure all guests requests are handled efficiently and within the Windstar Cruises standard.
• Coach, Develop, and motivate the staff to ensure we deliver the highest level of customer service to enhance the guest experience.
• Monitor calls, Salesforce CRM systems, and all correspondence emails that are agents facing communications with guests to ensure we’re delivering a 180° from ordinary experience with our guests.
• Monitor all areas of individual staff performance to ensure standards are met, including but not limited to: Call monitoring, test calls, weekly one-on-one’s, attendance, adherence, manned time, release time, etc.
• Conduct 1 on 1s, performance reviews, and sending out corresponding communications to streamline corrective actions as needed with valid documentation.
• Utilizing the Windstar Sales Academy Training to effectively coach the agents on selling cruises, land packages, shore excursions, air, transfers, and hotels that are correlated to that vacation.
• Provide constructive feedback to the team with open and honest communication to ensure that Outbound goals/standards are met.
• Work with the Manager and Director to develop better business practices and improve overall department performance.
• Collaborate with the Training team to reinforce and assist in training modules and programs of Windstar Cruises to provide appropriate advice and recommendations that support agents to help our guest receive a 180 from Ordinary experience, ensuring we always exceed guest expectations.
• Oversee the Salesforce CRM & Seaware systems to ensure proper usage by agents and to prevent inaccurate data entries.
• Coach the team to meet or exceed established, sales goals, performance metrics and call standards.
• Use Microsoft Office 365 to communicate with the team and provide relevant information and updates.
• Complete ad-hoc trouble shooting to assist agents with IT issues as needed.
• Oversee and participate in hiring, training, scheduling, payroll, and other departments that may further assistance with agent support.
• Own and handle agent escalations with guests as needed.
• Build and maintain strong relationships with agents, to ensure and drive positive behaviors to extend their careers at Windstar Careers.
• Adhere to company policy and procedures, including maintaining call standards and processing of booking.
• Communicating effectively with colleagues and Leadership to uphold a positive work culture within a remote working environment.
• Provide support to other teams of the Vacation Planning department as needed.
• Handle day-to-day lead tasks, such as handling Seaware booking adjustments and MyWindstar inquiries.
• Work with the Leadership team to produce better ways for our call centers to flourish in improving efficiencies, driving revenue, and increasing brand awareness.
• Perform other duties and responsibilities effectively assigned by leadership.

Qualifications

• Knowledge of CRM and Cruise Booking Engine (Salesforce and Seaware Preferred)
• Minimum of 3-5 years of sales experience, preferably within the luxury space.
• At least 2 years of call center experience with direct customer interaction.
• Demonstrated outbound sales abilities.
• Preferred experience in Hospitality and Tourism (Cruise, Airline, Travel, Hotel Related Sales/Service).
• Strong communication skills, both written and verbal, with professionalism and confidence.
• Ability to de-escalate guest situations appropriately.
• Proficient in data analysis and reporting.
• Strong belief in personalized, effective customer service from pre-cruise to post-cruise interactions.
• Capable of handling multiple tasks and projects simultaneously.
• Ability to meet deadlines and provide innovative solutions.

Additonal Requirements:

• Supervisors must be punctual and flexible within their schedule to work as early as 9:00am EST and report at any time during the opening hours of the call center; Monday - Friday 9:00am to 8:00pm EST. Saturdays 9:00am to 6:00pm EST. All Hours are Eastern Standard Time.
• Supervisors must be flexible when needed to support the Vacation Planning Team to assist as needed based on business needs.
• Based in a call center environment with occasional evening or weekend shifts as needed.
• Possible occasional travel for training or conferences.
• Supervisor must commute to Miami HQ office 3 times a week and work remotely for 2 days.
• Hard Wire Wi-Fi required.
• Must meet ergonomic standards for a home office with a private area to work with limited distractions.

EEO: Windstar is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.
Expected salary:
Location: Miami, FL
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