RESPONSIBILITIES:
• Performance manage coach and motivate the cruise consultants to ensure sales KPI’S are met and exceeded.
• Listen, observe, feedback to the consultants on their performance and implement action plans to improve performance.
• Conduct constant 1 to 1’s and appraisals to review performance.
• Supervise and co-ordinate the activities of the team on a day-to-day basis.
• Ensure team are up to date with the latest offers and product offerings to help enhance sales/customer service.
• Monitor attendance/timekeeping and manage any absence, return to work interviews and disciplinary issues with the assistance of the supervisor/head of sales.
• Monitor and manage performance with the team in line with Viking procedures and policies.
• Identify training requirements and communicate with the management team.
• Prepare reports and analyses call center data to continuously improve business performance and processes, so as to maximize work efficiency, customer satisfaction and business results.
• Answer questions on site, guide sales agents through difficult calls or issues, handle tough issues or guests' complaints that cannot be fielded by sales agents Proactively corporate with other departments to achieve the shared goal and solve problems in a collaborative and effective manner.
QUALIFICATION PROFILE
• Bachelor’s degree and above.
• Experience of working in a target-driven sales environment (preferably call center).
• Experience with performance management and disciplinary processes.
• Experience in giving on the spot feedback to team members.
• Display good commercial awareness and understanding of company vision, objectives and strategy along with strong competitor awareness.
• Required to have top sales experience.
• At least 3 years of telemarketing team sales management experience with tourism, Financial, Luxury and hospitality industry is a plus.
• Fluent English capabilities with spoken, written and reading.
• Excellent verbal and written communication skills, with strong interpersonal skills.
• Passion for driving sales through the team.
• Ability to motivate self and others.
• Highly flexible, positive and resilient with the ability to be innovative and create a fun environment.
• Pro-active problem solver and takes ownership for own performance and development.