Director Consumer Sales NCL

JOB SUMMARY

Responsible for providing strategic leadership and tactical oversight in the development and operation of Norwegian Cruise Line Outbound sales team across global offices. Ensure efficient outbound call center operations; includes planning, scheduling, performance reporting and analysis, attainment of sales goals, adherence to operational processes and/or procedures, and providing superior service delivery.

DUTIES & RESPONSIBILITIES

• Oversee day to day sales activities of outbound call center; Develop and oversee implementation of all policies, guidelines and procedures that govern the outbound call center to include, but not limited to, quality control measures, performance criteria, performance metrics, and scripting strategies that increase caller engagement and sales.
• Deploy and utilize software to ensure adherence to schedules and develop tactics to address any adherence issues.
• Create and implement outbound sales initiatives in order to meet outbound sales goals;
• Actively pursue avenues to build a strong outbound sales call program by fully researching options and executing those programs with the highest projected ROI.
• Develop analysis that provides insight into call center operations; Review trends and drive change that will improve customer service, effectively utilize resources, and ensure service and sales levels are achieved or exceeded.
• Direct the efforts of Management team by providing day-to-day direction and guidance related to work assignments, performance evaluations, and identification of opportunities for improvement.
• Manages site human resources to include recruiting and hiring for all call center positions, facilities management, enforcement of any disciplinary actions, such as corrective actions or terminations, new hire training and any additional team member training needed.
• Enact contingency plans as needed; escalate and direct activities during systems problems, disasters, etc.; Identify potential problems, troubleshoot, escalate issues as necessary, and partner with other call center locations to achieve performance goals or desired outcomes.
• Responsible for making all decisions related to the outbound call center operations; including but not limited to recruitment, team member development, scheduling, and implementation of policies and procedures.
• Collaborate closely with management teams in the Passenger Services, Revenue Management, and Marketing departments. Rely heavily on their call center management experience to achieve sales goals and deliver superior customer service.
• Perform other job-related functions as assigned.

QUALIFICATIONS

DEGREE TYPE: Bachelor's Degree

FIELD(S) OF STUDY: Business Administration, Hospitality, Marketing, or related field.

EXPERIENCE

• 10 years' experience working in a call center environment, specifically leading and directing the work of call center staff for the achievement of sales goals.

COMPETENCIES/SKILLS

• Effective leadership skills, call center management experience, and judgment to plan and accomplish outbound call center goals.
• Strong written and verbal communication skills needed with the ability to manage, interact and communicate at all levels, in order to establish effective relationships with internal staff, vendors and other departments.
• Excellent understanding of call center management, back-office practices/processes, and workforce planning.
• Proven ability to effectively analyze workforce data, determine appropriate operational needs, drive change and improvement, establish and execute strategy, and delegate appropriately, while fostering a positive work environment.
• Ability to create and foster a positive work environment conducive to high performing teams.
• Knowledge of cutting-edge technology deployed in call centers and back-office operations.
• Proficient in Microsoft Office; Word, Excel, Outlook, etc.

EQUAL EMPLOYMENT OPPORTUNITY:

Norwegian Cruise Line Holdings Ltd. and its subsidiaries are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristics protected by law. EEO is the law | EEO is the law GINA Supplement

Applicants have rights under Federal Employment Laws. FMLA | EPPA | Job Safety and Health: It's the Law