Supervisor, Consumer Programs

Holland America Line has been exploring the world since 1873. Our ships offer innovative features and enriching experiences focused on destination exploration and personalized travel, inviting guests to savor the journey. 

This position is for a Consumer Sales Supervisor 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.  Is this you? 

Responsibilities:

Operational Expertise & Compliance

• Maintain a comprehensive understanding of all PCC job functions, including the use of Polar, Siebel, and other internal applications.

• Ensure adherence to Holland America Line (HAL) policies, rules, and regulations.

• Stay current on all promotions and campaigns to support accurate and effective communication with agents and guests.

Team Leadership & Communication

• Plan and lead weekly team meetings to review performance metrics, sales results, and industry updates.

• Communicate new product launches, policy changes, and company updates.

• Recognize and reward team achievements through commendations and awards.

• Foster open communication by creating effective feedback channels and encouraging agent participation.

Performance Monitoring & Goal Achievement

• Conduct monthly side-by-side monitoring evaluations with each agent to assess performance and provide coaching.

• Document evaluations and summaries using the Accountability Tracker on a weekly basis.

• Develop and implement strategic plans to meet daily and monthly performance goals.

• Prepare quarterly performance outlines highlighting team and individual achievements, areas for improvement, and strategies for the upcoming quarter.

• Complete performance reviews in accordance with guidelines set by the Operations Manager.

Training, Onboarding & Development

• Interview and assist with onboarding of new hires to ensure a smooth transition into the team.

• Design, schedule, and deliver sales training programs for both new and existing staff.

• Promote continuous learning and development through structured training initiatives.

Engagement, Recognition & Strategic Planning

• Develop and implement motivational programs such as contests, awards, and department themes to drive engagement.

• Align team efforts with broader organizational goals through strategic planning and execution.

• Support a positive and productive work environment that encourages collaboration and high performance.

Knowledge, Skills & Abilities:

• Scope: The Consumer Sales Supervisor is responsible for leading a remote team of outbound sales agents focused on selling Holland America Line’s North America product. This role encompasses a wide range of responsibilities, including coaching to KPIs, communicating promotions and policy updates, managing administrative systems (e.g., Siebel, WFM, Accountability Tracker), and supporting the onboarding and development of new hires. The supervisor must be agile and responsive to the evolving needs of the business, ensuring that both team performance and customer satisfaction remain high.
• Problem Solving: The Consumer Sales Supervisor is responsible for leading a remote team of outbound sales agents focused on selling Holland America Line’s North America product. This role encompasses a wide range of responsibilities, including coaching to KPIs, communicating promotions and policy updates, managing administrative systems (e.g., Siebel, WFM, Accountability Tracker), and supporting the onboarding and development of new hires. The supervisor must be agile and responsive to the evolving needs of the business, ensuring that both team performance and customer satisfaction remain high.

• Impact: This position plays a pivotal role in driving revenue and achieving departmental sales goals. By leveraging sales data, coaching strategies, and performance metrics, the supervisor ensures that agents are equipped to deliver exceptional service and close sales effectively. The supervisor’s ability to manage priorities, solve problems, and support agent development directly influences team productivity, customer experience, and the overall success of the outbound sales program.

• Leadership: As a frontline leader, the Consumer Sales Supervisor models professionalism, accountability, and a growth mindset. They are responsible for motivating and mentoring a diverse team, fostering a culture of continuous improvement, and aligning team efforts with broader organizational objectives. Through strong communication, real-time coaching, and strategic planning, the supervisor empowers agents to reach their full potential while maintaining a collaborative and high-performing team environment.

Essential/Minimal Qualifications: 

• Bachelor's Degree or Equivalent Experience

• 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.

• Self-motivated, coachable and a logical thinker.

• 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.

Essential Experience Required: 

• Experience using sales data and understanding of HAL booking/revenue components and terminology in order to teach and mentor Sales Agents.

• Work beyond normal local business hours will be required to support business needs.

• Well versed using integrated coaching strategies to provide real time observations to coach the agents to make the most out of every call.

• Demonstrated leadership skills, including the ability and proven success influencing and motivating others.

Travel: No or very little travel likely

Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

Physical Demands:. Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.

** This position is classified as “remote.”  As a remote role, it allows employees to work full-time from their home

Holland provides comprehensive and innovative benefits to meet your needs, including:

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 
• Base Hourly Range: $22.74 to $33.72. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidate’s 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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