Sales Leader, Team Lead
4 days ago
Valencia
ph3Your Purpose /h3 pJoin our MSC Cruises Excellence Hub in Valencia as a Sales Leader, where you will coach and inspire a team of 12 Sales Agents to deliver exceptional cruise booking experiences. /p pIn this frontline leadership role, you will guide your team to consistently achieve sales targets while maintaining high standards of service quality and operational efficiency. Through daily coaching, feedback, and support, you will create a motivating environment where individuals can perform at their best and grow over time. /p pWorking in a fast‑paced, multilingual setting, you will ensure every interaction reflects the quality and care that define MSC Cruises, helping create memorable experiences for our guests around the world. /p pIn a role where we achieve the extraordinary, you will lead by example, combining performance focus with a people‑first approach that is genuine at heart. /p pThis is your opportunity to lead, inspire, and make an impact every day. /p h3Your Impact /h3 h3Team Leadership and Coaching /h3 ul liDirect leadership of 12 Sales Agents with daily coaching, motivation, and performance feedback /li liReal‑time monitoring of live agent screens, call dispositions, sales results, and quality scores /li liIndividual development plans to maximize agent potential and career progression /li liCoach agents on consultative sales techniques, objection handling, and value‑based selling /li /ul h3Performance Management /h3 ul liExecute daily team targets for sales conversion, upsell rates, and revenue (NTR) performance, Customer Satisfaction Score (CSAT), Average Handling Time (AHT), and productivity metrics /li liBalance quality/service excellence with commercial pressure during peak booking periods /li liHandle customer escalations, agent performance issues, and team motivation challenges /li liSupport agents in managing complex sales situations and closing high‑value bookings /li /ul h3Operational Execution /h3 ul liFull authority on real‑time coaching, break scheduling, and intra‑shift adjustments /li liCreate team‑specific motivation techniques and sales performance improvement strategies focused on conversion and revenue /li liCollaborate with Regional Manager, Quality team, and WFM for seamless operations /li /ul h3Essential Experience Skills /h3 ul li2–4 years as high‑performing Sales Agent or similar role with demonstrated leadership potential /li liHub experience essential; past leadership experience preferred /li liProven track record achieving sales targets and handling customer escalations /li liStrong knowledge of cruise products, consultative sales techniques, CRM/telephony systems /li liExperience with quality monitoring, coaching methodologies, and shift management /li liStrong understanding of hub operations, metrics, and KPIs /li liExperience in OTA, travel industry, cruise industry, or in the sale of complex products (e.g. real estate or similar) is considered a plus /li /ul h3Education /h3 ul liBachelor's degree in Business, Hospitality, or related field /li liSales/customer service certifications advantageous /li /ul h3Key Competences /h3 ul liAbility to monitor and coach 12 agents simultaneously across multiple performance metrics /li liExcellent real‑time decision‑making under volume spikes and performance pressure /li liStrong communication skills for agent motivation, escalation handling, and stakeholder collaboration /li liCreates positive, high‑energy team environment aligned with MSC Cruises’ values /li liStrong commercial mindset with focus on conversion, upsell, and revenue performance /li /ul h3Your Essentials /h3 ul liFluency in English and Spanish required; additional languages (Italian, French, German, Dutch) advantageous /li liFull right to work in Spain /li liAvailability for shift work including evenings/weekends /li /ul h3Working Hours /h3 pAvailability to work rotating shifts, including evenings and weekends (opening office 12/7). /p h3Location /h3 pValencia, Spain /p /p #J-18808-Ljbffr