Vista - Cruise Operations Supervisor

3 weeks ago


Sunderland, Sunderland, United Kingdom Hays Travel Full time

Job Overview

As a prominent independent travel agency in the UK, Hays Travel is dedicated to delivering exceptional value and quality in holiday experiences, complemented by outstanding customer service. Our extensive partnerships with leading suppliers enable us to create comprehensive holiday packages that encompass hotels, flights, cruises, tours, attraction tickets, and more. With a network of over 470 branches across the UK and a central office in Sunderland housing various operational teams, we have been thriving for over four decades and continue to expand our reach.

Role Expectations

This position presents an exciting opportunity for a motivated and sales-oriented individual with strong leadership skills and a proactive mindset. In this role, you will oversee the daily operations of the Vista Sales Call Centre, guiding, mentoring, and developing a team of agents to ensure they provide outstanding customer service. You will play a crucial role in achieving the team's monthly performance targets.

Key Responsibilities

  • Lead and inspire the team through example and motivation.
  • Drive team sales efforts to meet and exceed targets.
  • Identify and address performance and conduct issues proactively.
  • Conduct daily audits of inquiries and review key performance indicators.
  • Assist in resolving operational challenges as they arise.
  • Foster and maintain interdepartmental relationships.
  • Facilitate engaging and motivational daily sessions.
  • Monitor calls and provide constructive feedback to team members.
  • Communicate organizational changes effectively and positively.
  • Encourage professional development opportunities within the team.
  • Motivate and recognize staff through transparent communication.
  • Ensure adherence to administration and customer service standards in line with company policies.

Desired Competencies

  • Commitment to contributing to business growth and team development.
  • Demonstration of company values consistently.
  • Strong verbal and written communication abilities.
  • Capability to engage with staff across all levels.
  • Effective motivational skills, maintaining a positive and professional demeanor.
  • Enthusiastic and proactive, with the ability to work independently and collaboratively.
  • Experience working with diverse teams.
  • Background in team leadership across various locations.

Required Experience

  • Background in customer service.
  • In-depth knowledge of cruise products.
  • Experience in a travel sales environment.
  • Proven experience in team leadership.


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