Your Purpose
A continuación se detalla todo lo que necesita saber sobre lo que implica esta oportunidad, así como lo que se espera de los solicitantes.
Join our MSC Cruises Excellence Hub in Valencia as Regional Manager, where you will lead sales operations for a specific geographic region, driving team performance and delivering sales targets for cruise bookings.
You will be accountable for ensuring your teams consistently meet regional sales goals while maintaining the high standards of service that define MSC Cruises. In a fast-paced, multilingual 24/7 environment, you will guide, support, and challenge teams to perform at their best, balancing commercial focus with people leadership.
Working across markets, you will ensure alignment with global standards while adapting to regional dynamics, bringing consistency, clarity, and performance to your area.
In a role where we achieve the extraordinary, you will take ownership of results, leading with energy, accountability, and a strong focus on execution.
This is your opportunity to lead performance and make an impact.
Regional Operational Leadership
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* Lead daily team management, performance coaching, quality monitoring, and sales target achievement
* Directly coach Team Leaders and influence agents to build high-performance teams through motivation and skill development
* Monitor real-time agent and Team Leader performance, call dispositions, sales results, and quality scores across multiple shifts
Performance & Process Optimization
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* Execute regional sales and service targets through regional team‑specific action plans and daily activities
* Implement localized coaching techniques and sales scripts tailored to regional customer segments
* Fine‑tune processes for regional time zones, language requirements, and market‑specific cruise promotions
Strategic Execution
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* Full authority on team composition, coaching decisions, and performance management within regional guidelines
* Respond to daily volume fluctuations, campaign launches, and agent performance variability
* Collaborate with Operations Manager, Market CC Managers, WFM, Quality, and peer Regional Managers for seamless delivery
Essential Experience & Skills
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* 4–6 years in hub team management or sales supervision, preferably in travel/hospitality with multilingual teams
* Proven success managing 20–50 agents across multiple shifts, handling peak booking periods and quality assurance
* Strong knowledge of regional market dynamics, sales coaching, performance metrics (CSAT, AHT, conversion rates), CRM/telephony systems, and shift scheduling
* Experience addressing performance gaps, handling escalations, and motivating under‑performing teams
* Proven regional expertise in the cruise industry
Education
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* Bachelor's degree in Business Administration, Hospitality, or related field required; Master's xpzdshu degree strongly preferred
Key Competences
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* Ability to manage sales forecast accuracy, agent availability challenges, and real‑time performance across shifts
* Excellent stakeholder collaboration with Operations Manager, Managing Director, Team Leaders, WFM, and Quality teams
* Creates a positive, target‑driven environment aligned with MSC Cruises' values of customer passion and team excellence
Your Essentials
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* Fluency in English and Spanish required; additional regional languages (Italian, French, German, Dutch) are advantageous
* Full right to work in Spain
* Availability for shift management oversight including peak periods and cross‑time‑zone coordination
* Specific regional market experience
Working Hours: Leadership oversight across rotating shifts to support 24/7 regional operations
Location: Valencia, Spain
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