Your Purpose Join 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.

In 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.

Working 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.

In 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.

This is your opportunity to lead, inspire, and make an impact every day.

Your Impact Team Leadership and Coaching

Direct leadership of 12 Sales Agents with daily coaching, motivation, and performance feedback

Real‑time monitoring of live agent screens, call dispositions, sales results, and quality scores

Individual development plans to maximize agent potential and career progression

Coach agents on consultative sales techniques, objection handling, and value‑based selling

Performance Management

Execute daily team targets for sales conversion, upsell rates, and revenue (NTR) performance, Customer Satisfaction Score (CSAT), Average Handling Time (AHT), and productivity metrics

Balance quality/service excellence with commercial pressure during peak booking periods

Handle customer escalations, agent performance issues, and team motivation challenges

Support agents in managing complex sales situations and closing high‑value bookings

Operational Execution





Full authority on real‑time coaching, break scheduling, and intra‑shift adjustments

Create team‑specific motivation techniques and sales performance improvement strategies focused on conversion and revenue

Collaborate with Regional Manager, Quality team, and WFM for seamless operations

Essential Experience & Skills

2–4 years as high‑performing Sales Agent or similar role with demonstrated leadership potential

Hub experience essential; past leadership experience preferred

Proven track record achieving sales targets and handling customer escalations

Strong knowledge of cruise products, consultative sales techniques, CRM/telephony systems

Experience with quality monitoring, coaching methodologies, and shift management

Strong understanding of hub operations, metrics, and KPIs

Experience in OTA, travel industry, cruise industry, or in the sale of complex products (e.g. real estate or similar) is considered a plus

Education

Bachelor's degree in Business, Hospitality, or related field

Sales/customer service certifications advantageous

Key Competences

Ability to monitor and coach 12 agents simultaneously across multiple performance metrics

Excellent real‑time decision‑making under volume spikes and performance pressure

Strong communication skills for agent motivation, escalation handling, and stakeholder collaboration

Creates positive, high‑energy team environment aligned with MSC Cruises’ values

Strong commercial mindset with focus on conversion, upsell, and revenue performance

Your Essentials

Fluency in English and Spanish required; additional languages (Italian, French, German, Dutch) advantageous

Full right to work in Spain

Availability for shift work including evenings/weekends

Working Hours Availability to work rotating shifts, including evenings and weekends (opening office 12/7).

Location Valencia, Spain

📌 Sales Leader, Team Lead (Madrid)
🏢 MSC Cruises
📍 Madrid