Sales Supervisor
OLA Vacations
Job Description
Job Description
Position Summary: We are seeking an experienced and results-driven Sales Supervisor to lead, motivate, and develop a team of inbound call center sales agents. The ideal candidate will have a strong background in an Online Travel Agency (OTA) environment, specifically within the cruise industry, and proven experience managing call center operations. You will be responsible for driving conversion rates, ensuring exceptional customer service, and utilizing our technology stack to optimize daily team performance.
Key Responsibilities:
- Team Leadership & Development: Supervise, coach, and mentor a cohort of sales agents. Conduct regular 1-on-1s, performance reviews, and targeted training sessions to improve conversion rates and sales techniques.
- Operational Excellence: Monitor real-time inbound call volume, agent adherence, and key performance indicators (KPIs) to ensure service levels are met.
- OTA & Cruise Expertise: Serve as a subject matter expert on major ocean and river cruise lines (e.g., Royal Caribbean, Carnival, MSC, NCL). Assist agents with complex booking inquiries, itinerary planning, and escalated customer calls.
- Systems Management: Oversee agent utilization of our core technology stack. Ensure accurate data entry and workflow management within Salesforce, manage communications via RingCentral and Lark, and navigate Odysseus Solutions for booking engines.
- Training & Knowledge Sharing: Collaborate with operations managers to build and update knowledge base articles. Ensure agents are up to date on new incentive structures, cruise brand policies, and compliance standards.
- Quality Assurance: Conduct regular call monitoring and QA scoring to ensure agents are delivering accurate information, maintaining brand voice, and maximizing booking opportunities.
Qualifications:
- Experience: Minimum 2-3 years of supervisory or management experience in a high-volume inbound/ outbound sales call center.
- Industry Knowledge: Previous experience working for an Online Travel Agency (OTA) is required. Deep knowledge of the cruise industry, including ocean and luxury river cruise brands, is strongly preferred.
- Technical Proficiency: Hands-on experience with CRM platforms (Salesforce) and telephony/communication systems. Familiarity with travel booking engines, such as Odysseus Solutions, is a major plus.
- Leadership Skills: Proven track record of improving team sales metrics, reducing agent turnover, and creating a positive, high-performance culture.
- Analytical Abilities: Strong capability to interpret call center data, agent performance reports, and conversion metrics to implement actionable improvements.
- Communication: Excellent verbal and written communication skills, with the ability to manage cross-border teams or remote agents effectively.
An exciting new national online travel agency launching out of South Florida, specializing in unforgettable cruise and vacation experiences. We are passionate about delivering exceptional service, building trusted relationships with our clients, and fostering a culture of excellence among our team.
Company Description
An exciting new national online travel agency launching out of South Florida, specializing in unforgettable cruise and vacation experiences. We are passionate about delivering exceptional service, building trusted relationships with our clients, and fostering a culture of excellence among our team.
Vacancy posted 6 days ago
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