Cruise Sales Team Leader

1 week ago

Southampton, Southampton, United Kingdom Carnival UK Full time

About the Role

The Team Leader will be responsible for leading, managing, and developing a team of Sales Advisors to maximize conversion and revenue opportunities and meet or exceed Key Performance Indicators (KPIs).

This role is crucial in supporting the delivery of the company's revenue targets and overall Contact Centre performance by working collaboratively with other Team Leaders and wider Contact Centre teams to manage workloads within department service levels, ensure advisors are working to schedule, delivering financial targets, and maintaining exceptional customer satisfaction results.

The Team Leader will work closely with the Chief Commercial Officer (CCO) Sales Manager to implement sales strategies to increase conversion, marketing consent, revenue, and CCO share in line with the overall brand strategy.

Key Responsibilities

  • Manage the day-to-day running of a Contact Centre Sales Team through strong leadership, motivating, engaging, and coaching staff to deliver exceptional service to our guests and achieve KPIs.
  • Take ownership of pre-cruise complaints until fully resolved.
  • Undertake regular call monitoring and calibration sessions to ensure the quality meets our standards and processes are being followed and guest experience is in line with our brand values.
  • Develop and implement sales strategies to increase conversion and revenue.
  • Collaborate with other Team Leaders and wider Contact Centre teams to manage workloads and ensure advisors are working to schedule.

Requirements

  • Previous experience of managing an outbound sales team.
  • Experience in coaching others.
  • Strong leadership and management skills.
  • Ability to develop and implement sales strategies.
  • Excellent communication and interpersonal skills.

About Us

Carnival UK is a leading holiday company that brings together talented people from across the globe to create unforgettable holiday experiences. As part of the world's largest holiday travel and leisure company, we take enormous pride in bringing to life two of the most iconic brands from Britain's rich seafaring heritage, P&O Cruises and Cunard.

We offer a comprehensive range of benefits to support our employees' personal and financial health and wellbeing, including hybrid working, recognition schemes, employee discounts, and extensive learning and development opportunities.

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