Consumer Outreach Outbound Coach

Great vacations begin with great employees!

Combine your experience and sense of adventure by joining our exciting team of employees in Miami, Fl.  Royal Caribbean Cruises Ltd. is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

Position Summary:

Coach, council and motivate a team of 25 Celebrity Vacation Planners (Outbound Sales Agents) to: maximize productivity, maintain excellent customer service, meet brand standards and meet/exceed all Key Performance Indicators & metrics monthly.

Responsibilities:

• Communicate, reinforce, and track sales goals to team.
• Identify, implement, and maintain best sales practices throughout the department to ensure consistent coaching of the sales process, Siebel, policies and guidelines.
• Work with existing contests and incentive plans as well as design and implement team plans to motivate and inspire given team towards sales goals.
• Ensure compliance with policies, guidelines and procedures that govern the company and Consumer Outreach Department and keep team up to date with all company and department policies and procedures.
• Promote and support a positive and enjoyable, yet productive work environment for sales agents.
• Maintain an open door policy and encouraging productive dialogue with all team members.
• Manage all team scheduling needs and maintain good communication with timecard scheduling team.
• Help to create, lead, participate in, and train Sales agents to develop sales skills, increase productivity.
• Maintain development/mentorship/follow-up plan for new employees.
• Plan and Lead Team Meetings with clear agenda daily.

Financial Responsibilities:

Responsible for the delivery of sales goals/results/reporting on department Key Performance metrics: net revenue totals, V (upsells), ChoiceAir (air sales/penetration %), and Cruise Care (travel insurance) %s.

Qualifications:

• 4 year college degree preferred. High school diploma or GED required.
• Sales management or supervisory role in previous work history minimum 2 years preferred
• Candidate must possess excellent leadership abilities.
• Candidate must have the ability to work both weekday & weekend hours
• Candidate must possess excellent interpersonal skills.
• Excellent communication skills, both written and verbal.
• Knowledge of basic computer systems.
• Prior experience in database management software application(s).
• Proven time-management skills.
• Candidate must have the necessary skills to develop phone relationships with all callers, internal and external, to resolve all challenges efficiently while strengthening guest loyalty.
• Must demonstrate the ability to handle irate or difficult callers who insist on escalating their call to a higher level.
• Knowledge of Siebel, AS400 or data base management applications a plus.

Thank you for your interest in this role. Royal Caribbean Cruises Ltd. is the world's second largest cruise company, operating under Royal Caribbean International, Celebrity Cruises and Azamara Club Cruises brands. These brands offer an array of onboard activities, services and amenities, including simulated surfing, swimming pools, sun decks, beauty salons, exercise and spa facilities, ice skating rinks, in-line skating, basketball courts, rock climbing walls, miniature golf courses, gaming facilities, lounges, bars, Las Vegas-style entertainment, cinemas and Royal Promenades, which include interior shopping, dining and an entertainment boulevard.

Join our team as our CO Outbound Coach.  Once you click to apply below, it will take you 10-15 mins to complete our application, which will help us better qualify your candidacy.   If you are being considered for this position you will hear back from us within the next 30-60 days.  During this time, you can view your application status on our career site. 

Join us at Royal Caribbean Cruises Ltd., where great vacations begin with great employees!

RCL is an Equal Employment Opportunity employer.