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

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