Our client is a leader in river cruising. They deliver outstanding vacation experiences to various locations in the world.
They are currently looking for a Team Lead – Guest Sales with a customer service and sales experience.
- Provide coaching and mentorship to Guest Sales Consultants;
- Conduct product training and refreshers for the team;
- Maintain expert knowledge in all products.
- Coordinate with the Operations Manager on development plans for the team members.
- Encourage and coach team members to up-sell products and to secure sales;
- Communicate service level agreement (SLA) performance feedback to Guest Sales Consultants as directed by the Operations Manager;
- Monitor team activities, individual targets, and call flows;
- Assist Business Development Managers who contact the Reservations Department;
- Monitor call trends to ensure phone coverage is maintained;
- Create and update Standard Operating Procedures (SOPs) as required;
- Provide on-boarding and orientation as needed;
- And other duties as assigned.
- Minimum one year leading a team in a call centre is required;
- Sales experience is required;
- Self-motivated to lead a Sales Team;
- Familiar with MS Office Programs;
- Excellent communication skills;
- Strong interpersonal skills;
- Flexible team player;
- Conflict resolution and Problem-solving skills;