Web Chat Sales Manager

Summary:

Our Web Chat Sales Manager is responsible for driving sales performance, customer satisfaction, and operational effectiveness within a chat-driven sales channel. This role oversees daily operations, including coaching, performance management, and process improvements to ensure consistent delivery of results.

Our ideal candidate is a hands-on, data-driven leader who takes ownership of performance, makes informed decisions, and holds teams accountable to business objectives. They leverage performance insights to optimize workflows, support team development, and drive continuous improvement within a structured sales environment. This role requires on-site presence in our Woodland Hills, CA office as needed to support training and team development initiatives.

Responsibilities:

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• Lead and develop Web Chat Sales teams, overseeing hiring, training, coaching, and performance outcome
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• Drive sales performance by implementing strategies that support revenue growth and achievement of key performance indicators (KPIs)
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• Monitor and analyze chat and sales metrics, leveraging data to identify gaps and implement targeted improvements
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• Oversee day-to-day operations of the chat-to-phone sales process, ensuring a seamless and effective customer journey
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• Provide ongoing coaching through chat and call reviews, delivering actionable feedback to improve individual and team performance
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• Manage escalations and system-related issues, ensuring timely resolution and minimal disruption to operations
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• Establish and reinforce performance standards, driving accountability and consistency across the team
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• Partner with cross-functional stakeholders to align on processes, messaging, and overall business objectives
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• Stay informed on industry trends and emerging technologies, applying insights to improve sales performance and team effectiveness
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• Demonstrate strong leadership skills, including the ability to make and take ownership of difficult decisions while holding teams accountable to performance expectations.
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• Willingness to work on-site in our Woodland Hills, CA office as needed, engage directly with staff, and support training and team development initiatives
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• Stay informed on industry trends and emerging technologies, applying insights to improve sales performance and team effectiveness
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Requirements:

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• 3–5 years of proven success in sales leadership or management, preferably within a web chat, or call center sales environment
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• Experience with chat platforms (e.g., Live Engage) and strong proficiency in CRM systems and digital sales tools
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• Strong written and verbal communication skills, with the ability to influence and drive sales outcomes
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• Demonstrated ability to coach, develop, and manage performance of sales teams
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• Analytical and data-driven mindset, with the ability to interpret metrics and drive continuous improvement
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• Proven track record of supporting business objectives through effective leadership and execution
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• Ability to manage multiple priorities in a structured, performance-driven environment
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What we offer you:

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• Highly competitive compensation plan. \n
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  • Employees are eligible for annual discretionary bonus
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  • 401(k) plan with company match
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• Salary range $75,000 - $80,000 annually + commission. Compensation is determined by a myriad of factors including, but not limited to, years of experience, depth of experience, and other relevant business considerations
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• Full benefits including medical, dental, vision, life, and disability insurance at a highly subsidized rate
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• Accrue 15 paid vacation days, sick time, and 6 paid holidays per year
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• Paid Training\u202F
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• Opportunity to take a free and/or discounted cruise
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• Highly subsidized gym membership
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• Discounts on theatres, theme parks, movie tickets, travel discounts through IATA membership and too many more discounts to name
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About Viking

Viking was founded in 1997 and provides destination-focused voyages on oceans, rivers and lakes around the world. Designed for experienced travelers with interests in science, history, culture and cuisine, Chairman Torstein Hagen often says Viking offers experiences for The Thinking Person®.

Viking has more than 250 awards to its name, including being rated #1 for Rivers, #1 for Oceans and #1 for Expeditions by Condé Nast Traveler and voted at the top of its categories by Travel + Leisure. No other cruise line has ever received these same honors by both publications at the same time.

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