Cruise Vacation Planner Support Agent: Miramar, FL.

Holland America Group•Fort Lauderdale, FL

23d

About The Position

One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. We give our guests the Medallion Class experience others simply can’t. We’re looking for an amazing Cruise Vacation Planer Support Coach to fill this role. The Cruise Vacation Planning Support Coach position leads a team of approximately 12 CVP(Cruise Vacation Planning) Support agents, focused on selling Princess Cruises North America products to direct guests, and assisting with established guests of Cruise Vacation Planners with service and sales items. The CVP teams may work in a group or individual environment. The role‘s purpose is in driving sales to meet and exceed team and departmental targets by motivating, assisting, coaching and developing Princess Cruise Vacation Planner Support Agents within Princess guidelines and standards. The incumbent will work in close collaboration with the Consumer Sales Manager, outbound sales supervisors and other CVP coaches. Daily responsibilities include reviewing and communicating promotions, products, and policies, coaching to Key Performance Indicators (KPIs), and employing sales tools. Administrative functions cover aspects such as Salesforce, Workforce Management (WFM), hiring, training, and special projects. This agile position demands adaptability and a strategic approach to meet the changing needs of customers and the business.

Requirements

Minimum of 4 years supervisory/lead experience directing and managing sales individuals or a team in a high volume sales environment.
Proven success as a sales representative as measured by level of sales performance against established goals and objectives.
Experience in developing & reviewing performance reports and driving goals & expectations based on trends and observations.
Experience in following technical processes, ability to grasp system logic and identifying and resolving process/system issues in a timely manner
Strong personal computer skills and demonstrated proficiency with Microsoft Office software.
Demonstrated leadership skills, including the ability and proven success influencing and motivating others.
Innovative thinking and problem-solving skills.
Demonstrated strong work ethic and the ability to work in a goal oriented, high pressure environment with strict deadlines.
Strong verbal, interpersonal and communication skills. Demonstrated ability to effectively communicate with management and agents.
Strong organizational skills and the ability to handle multiple priorities
Must be legally authorized to work in the United States. Princess is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).

Responsibilities

Understand Key Aspects of Role: Acquire a clear understanding of all CVP job functions, including applications such as Polar and Siebel, adherence to Princess Cruises Line (PCL) policies, rules, and regulations, and thorough knowledge of promotions and campaigns.
Coordinate with Sales Leadership and Management: Work both independently and directly with CVP Sales Leadership to establish and implement personalized goals, objectives, and action plans. This includes the responsibility for conveying information, responsibilities, and assignments to the CVPs and suggesting strategies to management, along with providing detailed insights and feedback on promotional campaigns.
Conduct Regular Team Meetings: Develop and lead weekly team meetings to review statistical insights, sales results, industry news, disseminate information about new products, policies, and upcoming campaigns, present commendations and awards, and prepare for upcoming events.
Monitor Agent Performance: Execute monthly side-by-side monitoring evaluations with each agent, ensuring alignment with company standards and individual performance goals and if necessary, perform disciplinary reviews.
Maintain Accountability and Feedback Channels: Systematically document monitoring checklists and summaries on the Accountability tracker on a weekly basis, and foster channels for agent feedback to encourage regular participation.
Evaluate and Report Performance: Produce quarterly outlines of the team’s performance and growth, and conduct performance reviews as directed by the Operations Manager, coupled with the preparation of daily, weekly, and monthly reports to align team performance with management's expectations.
Plan and Implement Sales Strategies: Create and execute detailed plans for both the coach and team to attain daily and monthly goals, including the development and implementation of contests, awards, and department themes.
Oversee Hiring and Training Processes: Interview potential new hires, assist with onboarding, and develop, schedule, and administer sales training for both new hires and existing staff to ensure a well-prepared sales team.
Liaise with Other Departments and Stakeholders: Act as a liaison between the sales team and other departments within the organization, ensuring seamless communication and collaboration, addressing any inter-departmental challenges, and contributing to broader organizational goals and initiatives.
Coordinate Collaboratively with CVPs on Special Projects: Work closely with CVP Support agents on specific initiatives, campaigns, or special projects that may arise, ensuring that the projects align with overall organizational goals, and providing the necessary support and guidance to ensure successful execution.
Enhance Team Morale and Engagement: Plan and oversee departmental activities, including celebrating team achievements, anniversaries, motivation, morale events, and engagement activities, thus fostering a positive and cohesive team culture.
Assist CVP Support Agent with escalated guest issues: Assist CVP Support Agents to find resolutions to issues that may arise that are outside of the capabilities of the CVPs by working with other departments and seeing it through to completion.