Job Description

Welcome to Holland America Line, a premium cruise line dedicated to explorers, foodies and music lovers who want to explore the world on perfectly sized, refreshingly spacious ships filled with one-of-a-kind experiences.

We’re looking for an amazing Consumer Programs Supervisor to fill this role. This is a remote-based, work-from-home role. You’ll be responsible for 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.

Here’s a summary of what Holland America Line is looking for in its Consumer Programs Supervisor. Is this you?

Responsibilities

• Have a clear understanding of all PCC job functions including; Polar, Siebel and all other applications, HAL policies, rules and regulations and Promotions and campaigns
• Develop and conduct weekly team meetings; Review the past week’s events including statistics, sales results and industry news; Disseminate new product, policy and company information to agents; Discuss upcoming promotions and campaigns; Present commendations and awards; Prepare for upcoming events
• Perform monthly side by side monitoring evaluations with each agent
• Create and implement detailed plans for yourself and team to obtain daily and monthly goals
• Document monitoring checklists and summary on Accountability tracker weekly
• Create effective channels of agent feedback and encourage regular participation
• Interview new hires and assist with onboarding
• Develop, schedule and administer sales training for new hires and existing staff
• Develop and implement contests, awards and department themes
• Produce a quarterly outline of team’s performance and growth; Team and individual performance, opportunities and successes and strategies for upcoming quarter
• Produce performance reviews as established by Operations Manager
• Any additional duties as assigned by the manager

Requirements

• Minimum of one (1) year supervisory/lead experience directing and managing individuals or a team.
• Previous experience leading and managing sales teams in a high volume sales environment.
• Proven success as a sales representative as measured by level of sales performance against established goals and objectives.
• 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.
• Well versed using integrated coaching strategies to provide real time observations to coach the agents to make the most out of every call.
• Self-motivated, coachable and a logical thinker.
• Demonstrated leadership skills, including the ability and proven success influencing and motivating others.
• 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.

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
• Rewards & Incentives
• Base Hourly Range: $22.74 to $30.72. The range is applicable for the labor market where the role is intended to be hired. Final hourly rate 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: https://www.hollandamerica.com/en_US/our-company/mission-values.html

Holland America 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)

Holland America 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 [email protected]

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