Position Summary Responsible for meeting strategic direct Outbound Sales Passenger goals while growing and contributing to overall business objectives for Consumer Outreach. Responsible for achieving profitable Passenger generation by managing the development and overall performance of the Consumer Outreach Coaches and Agents – specifically the Royal brand Consumer Outreach Outbound Sales Coaches and Agents.
Essential Duties and Responsibilities: Responsible for developing the Outbound Sales Leadership teams to effectively lead their respective employees to maximize performance and sales. Managing all aspects of this area, including hiring, developing, and coaching employees, establishing strategic goals, objectives, and measurements, monitoring team and individual performance, managing tools and technology, and driving measurable improvements to Sales, Customer Service, operating efficiencies, and costs through the review of reports and key metrics. Participates actively in meetings with the Revenue Department to discuss strategies, report out on performance and provide feedback. Provides the Consumer Outreach Coaches with goals, coaching and feedback to facilitate their professional growth, the performance of their team, and their contribution to the organization. Directs the efforts of the Consumer Outreach Coaching staff to optimize performance, morale, enhancing their skills and productivity. Ensures compliance and consistency in the application of company policies and Quality Assurance Standards, makes recommendations to improve center efficiencies and customer satisfaction. Responsible for conducting sales training with the agents to increase sales abilities, conversion, attempts, and reach rates. Develop and implement sales strategies and tactics focusing on optimizing Outbound Sales production via the Siebel database system. Lead Management: Oversees the distribution of all OB leads on a daily basis, including managing the tactical and strategic objectives of the business by re-prioritizing the leads that come in, in order to obtain maximum sales results and to assist RCI with `need, and `focused products or itineraries. Effectively manages resources to meet all corporate objectives, determines and measures important metrics to effectively identify areas of strength and areas needing improvement including service levels, Pax attainment, abandonment, conversion (call to booking ratios), attempts, reach rate, burn rate, product yield, shrinkage, compliance, QA standards, Cabin category mix/revenue and any other statistical measurements/goals. Ensures QA program is developed and is consistent with the strategy described by the business. Ensures on-going fit to strategy recommending re-calibration and/or redesign for shifting priorities or in the event that the program is not producing needed results. Ensures that all members of the Consumer Outreach Inbound & Outbound Sales Team represent Royal Caribbean International in a manner that enhances our corporate reputation while meeting its strategic goals and objectives. Recommends, interprets and implements company policies and procedures regarding direct customer bookings. Ensures all employees meet the highest standards of ethical behavior. Remains visible and approachable to all members of the Consumer Outreach Department to ensure open, 2-way communication Successfully lead 50-175 employees and partners with Human Resources in the screening and selection process, on-going employee management, provides developmental opportunities for consumer outreach employees, manages the performance improvement/disciplinary processes, and ensures the performance appraisal process is completed in a fair and timely manner. Interfaces with all internal functions in order to build effective business relationships, facilitates problem resolution, and process improvements. Appropriately delegates assignments and authority. Maintains strong productive relationships among peers, subordinates and superiors. Plays an active role in any required development and execution of both agent and Coach incentive plans to ensure recognition and reward for the behavior changes that are going to make the organization successful. Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.
Financial Responsibilities Responsible to achieve departmental goals as determined by senior management. Goals vary year to year. Qualifications: Bachelor's degree or equivalent preferred and minimum 5 years experience in industry or related field. Successfully demonstrated sales and leadership experience of at least 3 years Extensive sales and call center experience preferably in the Travel Industry Extensive training and coaching skills Knowledge and Skills: Outbound Sales call center background and experience essential to overall operation of business Strong sales experience and customer service background essential Strong record of successful direct to consumer sales and service preferred. Strong business acumen Ability to achieve results within budget and target deadlines. Ability to grasp/learn complex concepts quickly and independently. Ability to develop and implement strategy for unique business opportunities. Strong computer proficiency with analysis tools such as Excel and Access, travel booking software, Siebel, and other sales management tools and programs. Familiarity with AS400 or equivalent reservations system preferred. Microsoft Word, Excel, Microsoft Teams, Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk, listen, and hear. The employee is frequently required to walk, sit, and use hands to operate a personal computer. Specific vision abilities required by this job include close vision and color vision.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The environment includes that of a standard office and moving inside/outside the office. Job may require occasional travel. The noise level in the work environment is usually moderate.
*It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.
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