Outbound Consumer Sales Supervisor

Overview

Awarded World's Best Small Ship Cruise line, Windstar Cruises is known for intimate yacht style experience and unique voyages to the world's best small ports and hidden harbors. Its three sailing yachts and four all-suite yachts carry just 148 to 342 guests and cruise around the world. Our mission is to imagine and deliver personalized and immersive experiences 180 degrees from ordinary.

We enrich people's perspective through inspired travel.

Our Mission:
Enriching Lives Through Travel

Our Values:
Guest Obsessed, Open and Inviting, Fun-Loving and Focused, Light-Hearted and Genuine, Casual Yet Polished, Safe and Responsible.

Job Summary:

As an Outbound Sales Supervisor at Windstar Cruises, you will be responsible for overseeing a team of Outbound sales agents in a call center environment. Your primary objective is to ensure that the Outbound Personal Vacation Planners have support in hitting all sales targets month after month. For complete success within the role, it's important to optimize the sales team through coaching, mentorship, training, and performance management, supported by AI-driven coaching tools and performance insights.

As the Outbound Sales Supervisor, additional responsibilities include reinforcement of the Windstar Sales Academy, management of the CRM platform, and adhering to the Outbound Consumer Sales Rules to ensure that the team is successfully performing to hit monthly targets. You will champion the adoption of advanced AI tools across the team, helping planners increase productivity, streamline administrative tasks, and personalize guest outreach based on data-driven insights.

Full-time position available to work in a hybrid-model from Miami metro area, or remotely as long as you live in one of these states:

AR, AZ, FL, LA, MN, TX, and WI.

Responsibilities

* Supervise employees to ensure all guests requests are handled efficiently and within the Windstar Cruises standard.

* Coach, Develop, and motivate the staff to ensure we deliver the highest level of customer service to enhance the guest experience.

* Monitor calls, 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, leveraging AI-powered call insights and quality analytics to identify trends and coaching opportunities.

* Monitor all areas of individual staff performance to ensure standards are met, including but not limited to:
Call monitoring, test calls, weekly one-on-one's, attendance, adherence, manned time, release time, etc.

* Conduct 1 on 1s, performance reviews, and sending out corresponding communications to streamline corrective actions as needed with valid documentation.

* Utilizing the Windstar Sales Academy Training alongside AI-driven coaching and call insights to effectively coach the agents on selling cruises, land packages, shore excursions, air, transfers, and hotels that are correlated to that vacation.

* Provide constructive feedback to the team with open and honest communication to ensure that goals/standards are met.

* Work with the Consumer Sales Management Team to develop better business practices and improve overall department performance.

* Work with the Consumer Sales Management Team to assist in creating promotional strategies and campaigns to drive further revenue to the brand.

* 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 to help our guest receive a 180 from Ordinary experience, ensuring we always exceed guest expectations.

* Oversee the CRM system to ensure proper usage by agents and AI-supported features such as lead prioritization and next best actions, to prevent inaccurate data entries.

* Coach the team to meet or exceed established sales goals and performance metrics.

* Use Microsoft Office 365, enhanced by AI email drafting, follow-up suggestions, and tone optimization, to communicate with the team and provide relevant information and updates.

* Complete ad-hoc trouble shooting to assist agents with IT issues as needed.

* Provide and own…