Crystal Cruises is seeking an experienced Supervisor of Consumer Sales. The ideal candidate will have supervisory experience, great communication skills and be able to lead a highly motivated sales team. The manager is accountable to lead inbound direct guest sales with a major focus on conversions of guests.

Responsibilities and Accountabilities

• Supervise the Call Centre team and maximize the service level to the customers.
• Track, Monitor, and supervise Inbound service levels and KPIs
• Manage and monitor call queues to ensure appropriate phone coverage
• Responsible for call quality and Quality Assurance delivering world-class customer service. Includes but not limited to verification of reservations, process proper deposit amounts and final Payment amounts
• Have best in class converting sales on one call approaches
• Generating quality leads for outbound team to follow up on
• Handle complaints and disputes
• Train, Implement, and improve all call centre processes.
• Maintain and enforce policies and procedures set including but not limited to notating all bookings, ensuring proper procedures on all reservations
• Resolve escalated problem files with team members

Skills and Abilities

• Call center experience within the travel industry preferred
• Previous remote supervisor experience in a sales capacity
• Able to resolve complex issues and maintain world class customer service
• Excellent verbal and written communication skills
• Proven ability to prioritize tasks and work well in a fast-paced, high-growth environment
• Strong PC skills (including Microsoft Office)
• Detail oriented with excellent organizational and follow-up skills

Education and Experience

• Degree / professional qualifications or equivalent experience in managing reservations, call centre or customer service environment
• At least 5 years' relevant working experience in call centre and customer service with minimum 3 years in supervisory role.
• Proficient in both oral & written English. Knowledge of Spanish or other foreign languages will be an added advantage.
• Strong people management skills and customer service oriented.
• Decision maker with good problem solving and presentation skills.
• Able to review and enforce policies and procedures set.

This job description is not intended to contain a comprehensive listing of activities, duties or responsibilities that are required by the employee.