Sales Team Manager

Sales Team Manager – HX Expeditions

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The Team Manager is responsible for providing direct support to the sales team in United States, Canada, Australia and New Zealand focusing on mandatory coaching, call monitoring, and maintaining overall quality standards. While primarily dedicated to team leadership and operational excellence, the Team Manager also gathers valuable frontline insights to inform commercial strategies. This role is crucial in driving team performance, enhancing customer satisfaction, and contributing to the company’s growth.

• Oversee the sales team's workflow to ensure KPIs and sales goals are achieved, including sales targets, conversion rates, quality scores, and customer satisfaction scores.
• Conduct regular performance evaluations and coaching sessions with team members to develop skills, improve performance, and implement improvement plans as necessary.
• Provide immediate feedback and implement corrective actions to address performance issues promptly, maintaining accurate records of coaching activities and progress against development plans.
• Foster a positive and motivational team environment that aligns with company values, organizing team‑building activities and recognition programs to boost morale and performance.
• Perform regular call listening to ensure adherence to quality standards, providing immediate feedback and implementing corrective actions when necessary.
• Implement and adhere to the established quality framework and processes, maintaining accurate records of call assessments and quality metrics.
• Provide regular reports to senior management on team performance and quality standards, documenting all coaching activities and outcomes.
• Collaborate with Workforce Management and other Team Managers to ensure proper phone coverage, optimize staffing and scheduling, and ensure efficient resource utilization in response to call volume fluctuations.
• Actively collect feedback from team members about customer needs, preferences, and common issues, utilizing frontline interactions to identify trends and patterns in customer behavior.
• Analyze gathered information to generate actionable insights, sharing these insights with market leaders and senior management through structured communication channels.
• Participate in meetings to discuss frontline observations and contribute to strategy development, collaborating closely with market leaders and cross‑functional teams to ensure readiness for campaigns and alignment with business objectives.
• Provide feedback on campaign performance to inform future strategies, enhancing effectiveness and alignment with customer needs.
• Contribute to and lead projects as assigned.
• Perform other duties as required and assigned.

• High School Diploma or GED required;
  Bachelor’s degree in Business, Marketing, or a related field preferred.
• Minimum 3 years’ experience in managing Sales/ Service team(s) preferably in contact center environment.
• Experience in Cruise / Travel is a benefit.
• Fluency in English is required.
• Proficiency in additional languages is highly advantageous for managing a multilingual team.

• Drive for Results/Action‑Oriented:
  Targets and achieves results, shows energy, and reacts promptly to opportunities.
• Planning and Organization:
  Works systematically and efficiently, effectively handles distractions and interruptions.
• Learning/Problem Solving:
  Understands issues and underlying causes, applies new information quickly, tackles hurdles creatively.
• Integrity/Trust:
  Deals with others honestly, is accountable for actions, maintains confidentiality, supports company values, and has a strong work ethic under minimal supervision.
• Composure/Adaptability:
  Supports change, encourages innovation and new ideas, handles pressure well, and adjusts to changing needs.
• Leadership
  
  Skills:
  
  Demonstrates the ability to lead, motivate, and develop a high‑performing, multi‑lingual team.
• Excellent Communication
  
  Skills:
  
  Communicates effectively with team members, stakeholders, and customers across different markets.
• Cus…