ESSENTIAL DUTIES AND RESPONSIBILITIES:
· Assists cyber agents, in-house retail agents, clients and customer service staff to resolve issues in the best interest of the Company and the
client
· Monitors the calls that the agents are taking to ensure that the sales and service procedures are being provided to all
our clients. Agent call monitoring is a key responsibility to determine performance and improve performance of our
agents.
· Creates and distributes agents’ work schedule, makes adjustments as necessary
· Monitors day-to-day sales operations including phone systems, calls on hold, abandonment rates
· Creates incentives for sales floor and motivates staff for contests, etc.
· Distributes leads/pendings and ensures follow-up
· Monitors and enforces company’s human resources and sales policies ensuring compliance
· Ability to work flexible, eight-hour shifts between 8 a.m. and midnight seven days a week.
· Performs other duties as may be assigned by either the Sales Manager or Senior Management

SUPERVISORY RESPONSIBILITIES:
Supervises assistant sales supervisors, cyber sales agents, customer service representatives, and cyber service
representatives in the sales and service departments. Is responsible for the overall direction, coordination, and evaluation
of staff and specifically responsible for assigned team performance in all areas. Carries out supervisory responsibilities in
accordance with the organization's policies and applicable laws. Responsibilities include planning, assigning, and
directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving
problems.
REQUIRED:
· Associate’s degree or equivalent work experience
· 2 to 5 years sales experience
· Minimum 1 year of supervisory experience
· Ability to coach, mentor, motivate, and train others
· Problem-resolution abilities
· Excellent interpersonal skills
· For business purposes, supervisors might be required to work during weekends, Holidays or night
shifts. Candidates need to have a desktop or laptop computer compatible with our system and have high speed,
reliable internet service to be able to connect with our server and phone system. Computer running Windows 7
(any version), 8, 8.1 or 10 with at least 8 GBs (Gigabytes) of RAM Memory is required or If you are a Mac user,
you will need OS X (10.10 or later) as well at least 6 GB of RAM memory. Reference Home Office Requirements
for Cyber Employees.
DESIRED:
· Prior experience in the cruise industry
· Experience in a call center
PHYSICAL REQUIREMENTS: Ability to sit at computer for long periods of time. Ability to hear and speak on telephone
and use computer.

Job Type: Full-time

Pay: $35,000.00 - $45,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Evening shift
• Weekend availability

Education:

• High school or equivalent (Required)

Experience:

• Supervising experience: 1 year (Required)
• in Travel industry: 1 year (Required)

Work Location: Remote

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