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Contact Center Supervisor

ABOUT US:

As Ireland and Britain’s largest tour operator, we offer fully inclusive and expertly guided vacations to Ireland, Britain, Iceland, Italy and Spain from group travel to highly curated private itineraries. We set our own high standards for delivering excellent vacations with state-of-the-art luxury coaches, prompt and pleasant customer service, the best hotels, and carefully chosen visits and entertainment. CIE Tours makes it easy for travelers to immerse themselves in a new place with exclusive access, authentic experiences, and in-depth knowledge that, in the spirit of Celtic heritage, often begins with a story.

SUMMARY:

CIE Tours is seeking candidates for the position of Contact Center Supervisor. The Contact Center Supervisor (CCS) assists in the day-to-day supervision of the contact center team with a primary focus on driving sales performance, maximizing booking conversions, and technology support. CCS actively monitors call center activity to ensure agents are effectively converting inbound inquiries into bookings, maximizing ancillary sales opportunities, and meeting departmental revenue goals.

Working closely with the Contact Center Manager, the CCS coaches and motivates agents to achieve sales targets through effective sales techniques, product knowledge, and customer engagement. CCS provides real-time technology support, performance feedback, and coaching to improve conversion rates, increase average booking value, and ensure service level standards are met. The CCS also plays a key role in reinforcing promotional campaigns, monitoring key performance indicators, and ensuring the team is consistently aligned with the company's sales strategies and customer experience standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Supervise daily contact center operations to ensure optimal performance, high conversion rates, and achievement of sales targets.
Monitor call queues and agent activity in real time to maintain service levels while maximizing opportunities to convert inquiries into bookings.
Drive sales performance by coaching agents on effective closing techniques, upselling, cross-selling, and promotion of ancillary products.
Conduct regular call monitoring and provide constructive feedback to improve sales techniques and customer engagement.
Support the Contact Center Manager in executing sales incentives, promotions, and strategic campaigns to drive revenue growth.
Ensure agents have strong product knowledge of all tour offerings, itineraries, promotions, and travel partner programs.
Act as the primary escalation point for complex sales or service issues and assist agents in closing high-value bookings when necessary.
Assist in onboarding and training new team members with a focus on sales techniques and customer conversion strategies.
Monitor adherence to schedules and productivity standards to ensure operational efficiency and service levels.
Provide performance updates and insights to the Contact Center Manager regarding team sales performance and operational trends.

REQUIRED QUALIFICATIONS AND EXPERIENCE:

Two to four years’ experience in a sales-focused contact center or travel sales environment, with demonstrated ability to meet or exceed sales targets.
Prior supervisory or team leadership experience required with coaching, leadership, and motivational skills.
Comprehensive understanding of sales techniques, consultative selling, and closing strategies.
Excellent communication and customer relationship skills.
Analytical and organizational skills with the ability to track and interpret performance metrics.
Experience with Zendesk, Salesforce and MS Office Suite preferred.

CIE Tours International is an equal employment opportunity employer, offering equal employment opportunities to all individuals regardless of race, color, religion, sex, age, national origin, disability status, sexual orientation, protected veteran status, marital status and any other characteristic protected by law.

Pay: From $28.00 per hour

Benefits: