Monitors performance and provides individual performance feedback through coaching, goal setting, and creating a supportive, sales-oriented environment.

Analyze daily Power BI and other call center reporting to manage overall team performance, including but not limited to QA, AHT, CSAT scores, and Call Avoidance behaviors.

Reports team statistics and performance to Consumer Outreach managers and AVP.

Works with Consumer Outreach Operations team to ensure that department staffing levels and daily revenue reporting are met.

Develops solid working relationships with internal departments such as Revenue, Shore Excursions, Shipboard Event Coordinators, etc. to be sure that additional revenue opportunities are handled appropriately and in a timely fashion.

Ability to develop action plans to address performance deficiencies.

Ability to target relevant specific, observable, measurable behaviors.

Conducts training sessions for team members as required, both senior agents and new agents in transition, and ensuring the successful adoption of new information.

Adheres to quality standards and performance metrics and fair human resources management

Achieves goals/objectives for all business areas pertaining their team by effectively coaching on best practices while improving agents' overall performance.

Works in support of a 7 days a week business operation and provide guidance and leadership during full hours of operation.

Models attributes such as valuing diversity, communicating openly and frequently, demonstrating integrity, and leading change management.

Ability to communicate in a clear, concise, understandable manner, listen attentively to others, understand material, and provide instructions to team members
Actively participate in the acquisition of new team members through the hiring process

EDUCATION, EXPERIENCE, KNOWLEDGE & SKILLS: Qualifications:

High school diploma or GED required, college degree preferred, MBA is a plus

Previous coaching or supervisory experience

Knowledge and Skills:

Strong analytical skills and proficiency in statistics

Strong sales experience and customer service background essential

Experience in one of the following strongly preferred: sales call center (inbound, outbound or group sales), top performing sales department

Proficient in Excel (i.e. can create and read data tables, graphs and charts), Microsoft word and Outlook 360

Familiarity with AS400 or equivalent reservations system preferred.

Ability and willingness to travel to Mexico City, Manila, and U.S. site locations as needed.

FINANCIAL RESPONSIBILITIES (FOR MANAGEMENT ROLES ONLY) Responsible for managing agent expenses and/or achievement of revenue targets