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-degree from ordinary. We enrich people’s perspective through inspired travel. Job Summary As an Outbound Sales Supervisor at Windstar Cruises, you will oversee a team of outbound sales agents in a call center environment. Your objective is to ensure the team meets monthly sales targets and continuously improves performance through coaching, mentorship, training, and performance management. You will also champion the adoption of AI tools, manage the CRM platform, reinforce the Windstar Sales Academy, and ensure compliance with outbound consumer sales rules. Responsibilities Supervise employees to ensure guest requests are handled efficiently and within Windstar Cruises standards. Coach, develop, and motivate staff to deliver the highest level of customer service. Monitor calls, CRM systems, and communications to ensure a 180-degree experience, using AI‑powered insights to identify trends and coaching opportunities. Conduct one-on-ones, performance reviews, and corrective action communications. Utilize the Windstar Sales Academy and AI coaching tools to train agents on selling cruises, land packages, shore excursions, air, transfers, and hotels. Provide constructive feedback and collaborate with the Consumer Sales Management Team to improve business practices and promotion strategies. Reinforce training modules and oversee CRM system usage, ensuring accurate data entry and AI-supported lead prioritization. Use Microsoft Office 365 and AI email drafting tools to communicate with the team. Troubleshoot IT issues for agents and own initiatives on non-phone projects. Participate in hiring, training, scheduling, payroll, and other administrative functions. Handle agent escalations with guests and build strong agent relationships. Adhere to company policy, maintain call standards, and process bookings. Communicate effectively with colleagues and leadership to uphold a positive work culture. Support other Vacation Planning department teams as needed. Manage day-to-day lead tasks such as booking adjustments and MyWindstar inquiries. Collaborate with leadership to improve call center efficiency, revenue, and brand awareness. Perform additional duties assigned by leadership. Award monthly performance-based incentives. Qualifications Minimum 3‑5 years of sales experience, preferably in luxury environments. At least 2 years of call center experience with direct customer interaction. Strong outbound sales abilities and familiarity with hospitality and tourism. Excellent written and verbal communication skills. Ability to de-escalate guest situations and present information positively. Enthusiastic approach to responsibilities and strong belief in personalized customer service. Proficient in data analysis and reporting, comfortable with AI‑supported tools. Ability to handle multiple tasks, meet deadlines, and provide innovative solutions. Availability to work flexible hours including early morning, evenings, weekends, and occasional nights. Willingness to support agents during remote or hybrid shifts; occasional travel for training or conferences is acceptable. Must meet ergonomic standards for a private home office with reliable WiFi. Benefits For full-time employees, Windstar offers a comprehensive benefits package including medical, dental and vision; HSA & FSA; life & disability; accident, hospital and critical illness; pet insurance; vacation, sick time and paid holidays; 401(k) with company match; employee assistance plan; education assistance; and employee discounts & travel deals. EEO Windstar is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status. #J-18808-Ljbffr Windstar Cruises