Supervisor, Consumer Programs

Carnival Corporation•Seattle, WA

4h•$23 - $34•Remote

About The Position

This position is for a Consumer Sales Supervisor leading a team of remote outbound sales agents selling the Holland America Line North America product. The primary goal of the role is to drive sales to meet team and department targets by being fully available for activities assisting agents. The person will work closely with HAL PCC Operations Manager, Lead Sales Coach and alongside a team of outbound sales supervisors to support the overall program. Daily tasks may include review and communication of promotions, new products & policies, coaching to KPIs and sales tools and developing a team of approximately 15-25 employees, administrative responsibilities (Siebel, Accountability tracking and Agent reports, WFM, Training, etc.), interviewing, hiring, on-boarding new employees, encouraging and supporting team members to rise to their potential in a variety of ways as well as special projects. This is an agile position expected to meet and react to the changing needs of customers and business.

Requirements

Bachelor's Degree or Equivalent Experience
Strong verbal, interpersonal and communication skills. Demonstrated ability to effectively communicate with management, agents and guests in multiple locations of the business.
Strong organizational and prioritization skills, the ability to handle multiple tasks and demonstrated strong work ethic.
Self-motivated, coachable and a logical thinker.
Strong personal computer skills and demonstrated proficiency with Microsoft Office software.
Basic knowledge of employment law.
Strong analytical and problem solving skills.
Demonstrated ability to be flexible to changing priorities.
Ability to generate reports, graphs, and business correspondence.
Experience using sales data and understanding of HAL booking/revenue components and terminology in order to teach and mentor Sales Agents.
Well versed using integrated coaching strategies to provide real time observations to coach the agents to make the most out of every call.
Demonstrated leadership skills, including the ability and proven success influencing and motivating others.

Responsibilities

Maintain a comprehensive understanding of all PCC job functions, including the use of Polar, Siebel, and other internal applications.
Ensure adherence to Holland America Line (HAL) policies, rules, and regulations.
Stay current on all promotions and campaigns to support accurate and effective communication with agents and guests.
Plan and lead weekly team meetings to review performance metrics, sales results, and industry updates.
Communicate new product launches, policy changes, and company updates.
Recognize and reward team achievements through commendations and awards.
Foster open communication by creating effective feedback channels and encouraging agent participation.
Conduct monthly side-by-side monitoring evaluations with each agent to assess performance and provide coaching.
Document evaluations and summaries using the Accountability Tracker on a weekly basis.
Develop and implement strategic plans to meet daily and monthly performance goals.
Prepare quarterly performance outlines highlighting team and individual achievements, areas for improvement, and strategies for the upcoming quarter.
Complete performance reviews in accordance with guidelines set by the Operations Manager.
Interview and assist with onboarding of new hires to ensure a smooth transition into the team.
Design, schedule, and deliver sales training programs for both new and existing staff.
Promote continuous learning and development through structured training initiatives.
Develop and implement motivational programs such as contests, awards, and department themes to drive engagement.
Align team efforts with broader organizational goals through strategic planning and execution.
Support a positive and productive work environment that encourages collaboration and high performance.