Outbound Consumer Sales Supervisor

Xanterra Travel Collection; Miami (FL); Hybrid; USD 45,000 - 75,000; Full time

Job summary

An established industry player in the travel sector is looking for an Outbound Consumer Sales Supervisor to lead a dynamic team. In this role, you will oversee the performance of Outbound Sales Agents, ensuring they meet sales targets while delivering exceptional customer service. Your leadership will foster a positive work culture and drive team success through effective coaching and mentoring. This position offers a unique opportunity to work in a vibrant call center environment, where your contributions will significantly enhance guest experiences and support the company's mission of delivering personalized travel adventures.

Benefits

Flexible Work Hours

Remote Work Options

Professional Development Opportunities

Travel Discounts

Health Insurance

401(k) Plan

Paid Time Off

Employee Assistance Programs

Qualifications

• 3-5 years of sales experience, preferably in luxury.
• Experience in call center with direct customer interaction.
• Strong communication skills and ability to de-escalate situations.

Responsibilities

• Supervise Outbound Sales Agents and ensure guest requests are handled efficiently.
• Coach and develop staff to deliver high-level customer service.
• Monitor performance and provide constructive feedback to meet sales goals.

Skills

Sales Experience

Customer Service

Communication Skills

Problem-Solving

Data Analysis

CRM Knowledge

Education

High School Diploma

Bachelor's Degree (Preferred)

Tools

Salesforce

Seaware

Microsoft Office 365

Job description

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Overview

Awarded World’s Best Small Ship Cruise line, Windstar Cruises is known for its 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 ordinary

Our Vision: Enriching people’s perspective through inspired travel

Our Values: Welcoming, Innovative, Now, Discipline, Serve, Teamwork, Authentic, Responsible

At 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.

Responsibilities

1. Supervise employees to ensure all guests requests are handled efficiently and within the Windstar Cruises standard.
2. Coach, develop, and motivate the staff to ensure we deliver the highest level of customer service to enhance the guest experience.
3. 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.
4. Monitor all areas of individual staff performance to ensure standards are met, including but not limited to: Call monitoring, test calls, weekly one-on-ones, attendance, adherence, manned time, release time, etc.
5. Conduct 1-on-1s, performance reviews, and send out corresponding communications to streamline corrective actions as needed with valid documentation.
6. Utilize Windstar Sales Academy Training to effectively coach agents on selling cruises, land packages, shore excursions, air, transfers, and hotels related to that vacation.
7. Provide constructive feedback to the team with open and honest communication to ensure Outbound goals/standards are met.
8. Work with the Manager and Director to develop better business practices and improve overall department performance.
9. 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 in exceeding guest expectations.
10. Oversee Salesforce CRM & Seaware systems to ensure proper usage by agents and prevent inaccurate data entries.
11. Coach the team to meet or exceed established sales goals, performance metrics, and call standards.
12. Use Microsoft Office 365 for communication and updates.
13. Assist with troubleshooting IT issues as needed.
14. Oversee and participate in hiring, training, scheduling, payroll, and other support activities.
15. Handle agent escalations with guests as needed.
16. Build and maintain strong relationships with agents to encourage positive behaviors and career growth at Windstar.
17. Adhere to company policies, including call standards and booking processes.
18. Communicate effectively within a remote work environment to uphold a positive work culture.
19. Provide support to other teams as needed.
20. Manage lead tasks such as booking adjustments and inquiries.
21. Collaborate with leadership to improve call center efficiencies, revenue, and brand awareness.
22. Perform other duties as assigned by leadership.

Qualifications

1. Knowledge of CRM and Cruise Booking Engines (Salesforce and Seaware preferred)
2. Minimum of 3-5 years of sales experience, preferably in luxury.
3. At least 2 years of call center experience with direct customer interaction.
4. Proven outbound sales abilities.
5. Experience in Hospitality and Tourism (Cruise, Airline, Travel, Hotel sales/service preferred).
6. Strong communication skills, both written and verbal, with professionalism and confidence.
7. Ability to de-escalate guest situations appropriately.
8. Proficient in data analysis and reporting.
9. Commitment to personalized, effective customer service from pre- to post-cruise.
10. Ability to handle multiple tasks and meet deadlines.
11. Innovative problem-solving skills.

Additional Requirements

1. Punctuality and flexibility to work early hours (as early as 9:00am EST) and support business needs, including weekends.
2. Based in a call center environment with occasional travel.
3. Must commute to Miami HQ 3 times a week and work remotely 2 days.
4. Hardwired Wi-Fi and ergonomic home office standards required.

EEO Statement

Windstar is committed to a diverse and inclusive workplace. We are an equal opportunity employer, considering all qualified applicants without regard to legally protected statuses.