Travel Call Center Manager

Imagine Cruising USA; Florida; On-site; USD 72,000 - 88,000; Full time

Job summary

Imagine Cruising USA seeks a Travel Call Center Manager to oversee the on-site Altamonte Springs team. The role focuses on leadership, daily operations, and delivering high customer satisfaction in a fast-paced environment.

You will lead, coach, and analyze performance, while collaborating with other departments to optimize service and sales outcomes for immersive cruise experiences.

Qualifications

• Proven leadership experience managing a sales or call center team.
• Strong focus on customer service and quality outcomes.
• Experience delivering KPI targets and coaching staff.
• Travel industry background preferred and beneficial.
• Proficient in MS Office and data analysis basics.

Responsibilities

• Oversee daily operations of the call center to meet targets.
• Lead and motivate the sales and reservations team.
• Analyze sales data daily, weekly, monthly for trends.
• Gather customer feedback to inform strategy.
• Collaborate with Product to address customer issues.
• Share information across departments to improve outcomes.
• Monitor call quality and provide feedback for improvement.
• Track staff attendance and assist with Return to Work procedures.
• Address pre- and post-sales customer service issues promptly.

Skills

Leadership

Team motivation

Sales analysis

Customer insights

Cross-department collaboration

Information sharing

Performance evaluation

Quality assurance monitoring

Attendance reporting

Customer service management

Education

Management experience

Travel industry experience

Tools

MS Office

Excel

Word

Internet

Email

Job description

Company Description

Imagine Cruising USA is a premier travel company founded in 2011, specializing in cruise vacations that combine world-class sailings with immersive tours and unique experiences. Working closely with trusted cruise, rail, and land partners, the company designs journeys featuring breathtaking rail rides, exclusive events, and stays in carefully selected hotels across extraordinary global destinations. The team is driven by a passion for creating travel that is as much about meaningful feelings and memories as it is about the places visited. With a creative, collaborative approach, Imagine Cruising USA transforms ordinary vacations into extraordinary adventures that leave lasting impressions on travelers.

Role Description

The Travel Call Center Manager is a full-time, on-site role based in Altamonte Springs, FL, responsible for overseeing the daily operations of the call center to ensure a high level of customer satisfaction and service quality.

Salary

$80,000 annually (depending on experience)

Key Responsibilities

• Leadership and Management: Oversee and lead the sales and reservations team to ensure daily performance targets are consistently met.


• Team Motivation:Prepare and deliver motivational sessions for the sales staff, equipping them with key messages and strategies for the day ahead.


• Sales Analysis:Compile and analyze sales data on a daily, weekly, and monthly basis to assess performance and identify trends.


• Customer Insights:Gather customer feedback and conduct market research to inform strategies and improve service offerings.


• Cross-Departmental Collaboration:Provide feedback to the Product department regarding customer interactions and challenges faced, ensuring continuous improvement.


• Information Sharing:Participate in virtual "bridging" meetings to exchange information with other departments, fostering collaboration for optimal outcomes.


• Performance Evaluation:Regularly assess the performance of the sales team through call monitoring and provide constructive feedback on both successes and areas for development.


• Quality Assurance Monitoring:Track individual and team quality assurance and error scores, with a focus on maintaining high accuracy standards.


• Attendance Reporting:Monitor and report on staff attendance and absence, ensuring completion of Return to Work procedures.


• Customer Service Management: Address pre- and post-sales customer service issues promptly and professionally, managing escalations effectively.

Qualifications

• Embrace change when new strategies are delivered by the business.


• Always maintain a high motivation and positive atmosphere within the sales office


• Ensure highest level of customer service provided to deliver exceptional customer journey.


• Be able to demonstrate open, sell and close in line with company expectations and sales structure coaching where needed.


• Proven "sales" track record in delivering results to company KPI's.


• Resilient, excellent communication skills both written and verbal, with strong people skills.


• A confident, strong, friendly personality.


• The ability to be flexible, decisive and quick thinking.


• Self-motivated with a positive outlook, and a clear focus on high quality and business profit


• Ability to work under pressure.


• Able to understand profit and loss calculations and basic business finance, e.g., gross margin percentages and calculations.


• Experience within the travel industry


• Experience within a management position


• Must be adept in use of MS Office 2000 or later, particularly Excel and Word, Internet and email.


• Speak Spanish at the conversational level.