Position Summary:

Responsible for meeting strategic direct Outbound Sales Passenger goals while growing and contributing to overall business objectives for Consumer Outreach. Responsible for achieving profitable Passenger generation by managing the development and overall performance of the Consumer Outreach Coaches and Agents - specifically the Royal brand Consumer Outreach Outbound Sales Coaches and Agents.

Essential Duties and Responsibilities:

1. Responsible for developing the Outbound Sales Leadership teams to effectively lead their respective employees to maximize performance and sales. Managing all aspects of this area, including hiring, developing, and coaching employees, establishing strategic goals, objectives, and measurements, monitoring team and individual performance, managing tools and technology, and driving measurable improvements to Sales, Customer Service, operating efficiencies, and costs through the review of reports and key metrics.
2. Participates actively in meetings with the Revenue Department to discuss strategies, report out on performance and provide feedback.
3. Provides the Consumer Outreach Coaches with goals, coaching and feedback to facilitate their professional growth, the performance of their team, and their contribution to the organization.
4. Directs the efforts of the Consumer Outreach Coaching staff to optimize performance, morale, enhancing their skills and productivity. Ensures compliance and consistency in the application of company policies and Quality Assurance Standards, makes recommendations to improve center efficiencies and customer satisfaction.
5. Responsible for conducting sales training with the agents to increase sales abilities, conversion, attempts, and reach rates. Develop and implement sales strategies and tactics focusing on optimizing Outbound Sales production via the Siebel database system.
6. Lead Management: Oversees the distribution of all OB leads on a daily basis, including managing the tactical and strategic objectives of the business by re-prioritizing the leads that come in, in order to obtain maximum sales results and to assist RCI with need, andfocused products or itineraries.
7. Effectively manages resources to meet all corporate objectives, determines and measures important metrics to effectively identify areas of strength and areas needing improvement including service levels, Pax attainment, abandonment, conversion (call to booking ratios), attempts, reach rate, burn rate, product yield, shrinkage, compliance, QA standards, Cabin category mix/revenue and any other statistical measurements/goals.
8. Ensures QA program is developed and is consistent with the strategy described by the business. Ensures on-going fit to strategy recommending re-calibration and/or redesign for shifting priorities or in the event that the program is not producing needed results. Ensures that all members of the Consumer Outreach Inbound & Outbound Sales Team represent Royal Caribbean International in a manner that enhances our corporate reputation while meeting its strategic goals and objectives.
9. Recommends, interprets and implements company policies and procedures regarding direct customer bookings. Ensures all employees meet the highest standards of ethical behavior. Remains visible and approachable to all members of the Consumer Outreach Department to ensure open, 2-way communication
10. Successfully lead 50-175 employees and partners with Human Resources in the screening and selection process, on-going employee management, provides developmental opportunities for consumer outreach employees, manages the performance improvement/disciplinary processes, and ensures the performance appraisal process is completed in a fair and timely manner.
11. Interfaces with all internal functions in order to build effective business relationships, facilitates problem resolution, and process improvements. Appropriately delegates assignments and authority. Maintains strong productive relationships among peers, subordinates and superiors.
12. Plays an active role in any required development and execution of both agent and Coach incentive plans to ensure recognition and reward for the behavior changes that are going to make the organization successful.
13. Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

• Responsible to achieve departmental goals as determined by senior management. Goals vary year to year.

• Bachelor's degree or equivalent preferred and minimum 5 years experience in industry or related field.
• Successfully demonstrated sales and leadership experience of at least 3 years
• Extensive sales and call center experience preferably in the Travel Industry
• Extensive training and coaching skills

• Outbound Sales call center background and experience essential to overall operation of business
• Strong sales experience and customer service background essential
• Strong record of successful direct to consumer sales and service preferred.
• Strong business acumen
• Ability to achieve results within budget and target deadlines.
• Ability to grasp/learn complex concepts quickly and independently.
• Ability to develop and implement strategy for unique business opportunities.
• Strong computer proficiency with analysis tools such as Excel and Access, travel booking software, Siebel, and other sales management tools and programs.
• Familiarity with AS400 or equivalent reservations system preferred. Microsoft Word, Excel, Microsoft Teams,