Supervisor Sales Experience - Vacation Sales

Location: Remote, must reside and be authorized to work in the U.S. or Canada

ABOUT GLOBUS FAMILY OF BRANDS

With 98+ years in travel, the award-winning Globus family of brands – consisting of Globus, Cosmos, and Avalon Waterways – creates vacations that offer travelers culture-rich experiences featuring must-see sights, the stories behind the scenes and countless joy-filled memories in more than 80 countries on six continents across the globe. With equal measures vision and hard work; team collaboration and commitment; adaptability, honesty, and integrity as well as a genuine love for all-things-travel, the Globus family of brands – a leader in international travel – now offers unparalleled, perfectly planned tours; inventive, inspiring cruises and modern, independent vacation packages to millions of travelers.

Travel and/or in-office presence will be required at times. Generous benefit package including travel benefits and retirement.

ROLE OF A SUPERVISOR IN THE CUSTOMER EXPERIENCE CENTER

A Supervisor in Customer Experience Center is responsible for leading the day-to-day performance, productivity, and development of associates while ensuring departmental goals and service standards are achieved. They manage team workflow, monitor performance metrics, provide coaching and technical guidance, and help associates build the skills and knowledge needed for success. Supervisors support hiring, onboarding, training, and career development efforts while fostering a positive and collaborative work environment. They also assist in resolving associate concerns, managing schedules, maintaining operational efficiency, and ensuring team members consistently meet performance expectations and key business objectives. Success in this role requires strong leadership, effective communication, a commitment to associate development, and a focus on delivering excellent customer experience and business results.

The Supervisor Sales Experience role drives the success of sales performance and supports organizational change and continuous improvement within the department.

Key Responsibilities
Leadership & Employee Development:

• Lead, coach, develop, and support a sales team as direct reports.
• Conduct one-on-ones, performance discussions, team meetings, annual reviews, CRM meetings, and other connections as required.
• Establish performance expectations, accountability, and development plans.
• Support hiring, onboarding, employee relations, career development, and staffing activities.
• Foster a positive culture of continuous improvement, accountability, and professional growth.

Operational Leadership

• Manage workflow, pipeline activity, staffing, schedules, and daily team operations.
• Ensure CRM compliance and effective execution of sales processes, pipeline reviews, & pipeline management.
• Monitor attendance, adherence, and operational performance.
• Support system adoption, process improvements, and department initiatives.
• Analyze and manage performance data, reports, incentives, lead allocation, and call activity to support business objectives.
• Conduct coaching, corrective actions, and disciplinary processes when necessary.
• Support employees with guest escalations, issue resolution, and pricing questions when necessary.

Sales Performance Management & Growth:

• Drive consistent achievement of sales, conversion, productivity, and customer experience goals.
• Reinforce and motivate the team on sales best practices and coaching recommendations supporting goal achievement.
• Monitor and hold employees accountable for performance, quality, KPIs, and productivity standards.
• Translate business objectives into actionable priorities and performance expectations for the team.
• Utilize performance trends and business results to improve team effectiveness and remove barriers to success.
• Promote proactive follow-up, customer engagement, and professional customer-focused sales experience.

Change Leadership & Business Acumen

• Champion organizational change, new technologies and evolving business processes and communication effectively to support adoption.
• Use data, trends, and performance metrics to drive business decisions and recommendations.
• Support growth initiatives through adoption of new strategies, tools, and process improvements.
• Serve as a role model for flexibility, resilience, and continuous improvement.

Partnership & Collaboration

• Partner with the Sales Success Coach and manager to reinforce development plans and coaching priorities.
• Collaborate with leadership to improve sales performance, employee engagement, and operational effectiveness.
• Support recognition programs, shared goals, and cross-functional initiatives.

Other responsibilities as assigned. 

EXPERIENCE REQUIRED

• Preferred experience in coaching and sales leadership.
• Experience in managing employee performance, development, and accountability.
• Experience leading teams toward sales goals and business objectives.
• Experience using CRM, call software, CallMiner or comparable quality monitoring tools, sales processes, Microsoft Office Suite.
• Strong skills with communication, relationship, problem solving, decision making, and change management
• Business acumen and results orientation.

EDUCATION

• Associate degree, or 3+ years related experience, or equivalent combination of education and experience
• 3 + years' experience in a contact center role or related industry

THE ROLE OF A SUPERVISOR 

A supervisor oversees the day-to-day performance of associates. A supervisor may manage a team, a shift or an entire department. They are also required to monitor staff productivity, recommend staff personnel changes and develop initiatives toward enhanced job performance.

Job responsibilities of a supervisor include:

• Managing working the workflow of a team
• Working collaboratively with the Supervisor on team goals and initiatives
• Ensuring department tasks are being completed, and associates are performing at defined levels needed each day for department success
• Developing training materials and conducting training sessions
• Establishing business knowledge and awareness of shared company goals
• Monitoring both individual and team job performance metrics
• Providing staff with technical guidance and assistance
• Leading in the recruitment of frontline associates, recommends hiring/firing/promotions
• Training new hires or overseeing the training of a new hires
• Creating and managing team schedules
• Providing coaching and evaluating performance and providing feedback, recommended ratings
• Identifying and applying career advancement advice
• Helping to resolve associates' issues and disputes
• Working to help associates achieve department goals or key performance metrics

THE DEPARTMENT

The Customer Experience Center is dedicated to our mission of creating happy guests by delivering exceptional sales, service, and support across every stage of the travel journey. The department drives revenue growth while building lasting relationships with guests, travel advisors, group leaders, and charter partners. The Customer Experience Center serves as a trusted resource for guests and travel advisor partners. The team provides expert guidance during the planning and booking process, delivers responsive support before departure, assists with travel-related needs while guests are on trips, and offers post-trip support to ensure satisfaction and loyalty. By combining sales expertise with exceptional service, the Customer Experience Center creates seamless travel experiences, strengthens relationships, and drives growth for the US & Canada markets.

EOE

While performing this job, it will require: Eight (8) hours or more a day of sitting; walking; standing; bending; answering the telephone; entering data into the computer; retrieving data from the computer or analyzing data from reports.