Supervisor, Call Center Sales Development (Inbound)

Salary Plus Incentive. Annual Incentive Estimate $10,000 + paid monthly   

WELCOME TO THE GLOBUS FAMILY OF BRANDS! 

Globus family of brands provides the best in vacations for a wide variety of travel styles, goals, and budgets. Spanning over 450 vacations across more than 70 countries. With 95+ years in travel, the award-winning Globus family of brands – consisting of Globus, Cosmos, and Avalon Waterways – creates vacations that offer travelers culture-rich experiences featuring must-see sights, the stories behind the scenes, and countless joy-filled memories across the globe. 

At Globus family of brands, we value diversity – in backgrounds, cultures and in experiences.  As an equal opportunity employer (EOE), we are committed to creating a supportive environment for our team members and welcome people from all walks of life to authentically enhance our globetrotters' experiences.  We are intentional and reflective about the team and culture we are creating and are looking for people who are not only skilled at their role but are also invested in supporting each other’s development.   

THE ROLE OF A SUPERVISOR 

A supervisor oversees the day-to-day performance of associates. A supervisor may manage a team, a shift or an entire department. They are also required to monitor staff productivity, recommend staff personnel changes and develop initiatives toward enhanced job performance. 

EXPERIENCE REQUIRED: 

• 3 + years of supervisory sales role within a contact center
  • Experience in managing a direct report team; providing coaching/feedback to associates.
• 3 + years working in direct-to-consumer sales in inbound capacities
• Solid understanding of call center metrics 

EXPERIENCE/SKILLS PREFERRED  

• 1 + Year Lead Management experience 
• Experience using systems such as Microsoft Dynamics or other CRM, Ring Center or other contact center phone systems, CallMiner, etc.
• Proficient knowledge of Microsoft products - Excel, Word, PowerPoint, Outlook, Dynamics, etc
• Proven ability to increase sales numbers

THE POSITION  

Supervisor, Inbound Sales Development is responsible for the following results: 

• Lead a team of inbound sales associates
  • Maintain responsibility for the associate’s individual performance and sales development
  • Provide monthly 1:1 coaching sessions and mentorship to the team to help develop skills and enhance overall performance
  • Demonstrate thorough knowledge of company and department processes and procedures
  • Support customer escalations as needed and empower associates to use resources and solve problems independently
  • Manage daily compliance of associate schedules, call handling, and other call center metrics used to measure performance
  • Ensure team is supported by identifying areas of opportunity or gaps
  • Evaluate agent call performance via Call Miner. Monitor agent emails to ensure alignment with company vision
  • Ensure associates have a thorough understanding of the sales process, systems, Globus products, and policy guidelines
  • Maintain a positive team environment with a focus on selling our products and services, drives sales growth and conversion, delivering superior service. Motivate and encourage team with positive communication and ongoing feedback
• Sales Goals
  • Consistently meet sales targets and goals and responsible for calculating monthly incentives
• Work closely with other leaders to achieve common goals, implement and improve department processes, encourage consistency between workgroups, share ideas, problem solve
• Support new initiatives and supervise performance to ensure positive results in the growth of new business.
• Collaborate frequently with Sales Development Manager to develop sales strategies, identify ways to improve sales, recommend potential new opportunities, ideate possible enhancements
• Call Center Management
  • Oversee call center for Inbound customer calls
  • Review and support call volume, business needs and levels
  • Monitor, report, and enforce best practices
  • Manage and audit the team’s CRM to track sales activity. Ensure associates are capturing all opportunities, are caught up on sales follow up, and identify ways to increase efficiencies 
• Hiring, Staffing
  • Participate in the hiring, onboarding, and training of new inbound sales associates
• Additional related projects or tasks as required

THE DEPARTMENT 

Customer Sales & Service is responsible for creating happy guests by introducing consumers to our brands and increasing passenger production.  We increase passenger sales through the direct consumer and direct group sales channels.