Job Description

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 Inbound Sales Coach to fill this role. The Sales Coach, TA Sales & Support oversees and develops Virtual and TA Sales and Support team members in delivering exceptional service to our guests, travel advisors, and internal customers. The Sales Coach provides consistent coaching via a variety of methods, including scheduled one-on-ones, informal coaching, contact evaluations (verbal and written), leading group discussions, scenario calibrations, resolution review, micro-trainings, and other methods to develop their team members for consistency of responses and service delivery. The Sales Coach also has additional responsibilities, including the hiring and onboarding of new employees, developing, and maintaining coaching materials and resources, administering corrective action, and participating in special projects. The Sales Coach focuses on continuous improvement, both personally and for the team, and is expected to be agile in meeting the evolving needs of the business. Sales Coach will be providing side-by-side coaching and will be required to conduct in office training and manage meetings and huddles with in-office agents. 

Note: This role is an onsite role. The training for this role will be Virtual. Once training & Nesting is completed employees will work in our Miramar, FL office. You will be responsible to have dedicated space to attend training and participate in nesting during first 2 months of employment.

Here’s a summary of what Princess is looking for in its Inbound Sales Coach. Is this you?

Responsibilities

• Holds monthly one-on-one coaching sessions and monthly side-by-side QA sessions with every team member, inclusive to listening and evaluating a minimum of two calls per agent/month. Documents coaching sessions, progress, and individual development plans. Conducts alternative coaching and related activities, such as: live monitoring of interactions, review of work completed by the team, holding calibration sessions, conducting focus groups and feedback sessions, self-education, and research of new coaching techniques.

• Maintain Regular In-Office Presence: Consistently report to the assigned office location as scheduled, adhering to attendance expectations, work schedules, and workplace standards. Support operational needs through on-site collaboration, participation in team activities, and engagement with leadership and peers. In-office attendance is a requirement of this position.

• Organizes and conducts monthly team meeting. These should include a review the past week’s events including statistics, team results and industry news, communication of new product, policy and company information, discussion of upcoming promotions and campaigns, recognition of team members, and preparation for the upcoming week. Also holds additional ad hoc huddles should business needs arise.

• Assists agents with difficult questions and escalations. Manages questions in department chat and team chat. Liaises with the Admin Supervisor daily and partners on performance evaluations for department team members. Interviews and onboards new hires.

• Support an In-Office Contact Center Environment: Work from the designated office location to promote team collaboration, knowledge sharing, training participation, and real-time support. Maintain workstation readiness, comply with office policies, and contribute to a productive and professional workplace environment.

• Submits and manages IT requests for the department, including onboarding of new team members. Serves as subject matter expert and department representative for new IT initiative and system updates. Maintains contact information for agents & manages department directory.

Requirements

• A minimum of three-five years of direct experience successfully leading and developing a team to achieve performance goals. Three or more years of marketing, sales, or customer service experience within the hospitality industry preferred. 

• Demonstrated leadership skills, such as influencing and motivating others to achieve stretch department goals. 

• Well versed in use of integrated coaching strategies to provide real time observations to provide in-the-moment coaching to agents to make the most out of every interaction. 

• 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. 

• Ability to effectively manage and resolve escalated issues and communicate complex information. 

• Proficient in supporting virtual teams and experience with virtual collaborative tools. 

• Strong analytical and problem-solving skills. 

• Demonstrated ability to be flexible to changing priorities. Ability to generate reports, graphs, and business correspondence. 

• Solid technical expertise and ability to utilize all applicable systems

• Preferred knowledge of Polar booking system / Polar Vision

• Preferred knowledge of hospitality Industry

• 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).

What You Can Expect

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k) 
• Employee Stock Purchase Plan 
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
• Base Salary Range: $22.93 to $30.96. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely.
  
  

Our Culture… Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees.  Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: princess.com/en-us/company-information

Princess is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans with Disabilities Act (ADA)

Princess will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws.  If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com

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