Job Opportunities in Costa Rica

About Us

Sunsail and The Moorings are two incredible brands offering customers unique holiday experiences out on the water. From independent sailing holidays to fully catered crewed and power yacht charters we offer our customers a 5* service. Operating across the globe, we’re passionate about being the very best and pride ourselves on providing unforgettable holidays that truly last a lifetime. With over 50 years of experience, we are the industry leaders in yacht charter.

What you will be doing:

In this role, you will lead our Costa Rica-based pre-departure team in delivering a premium level of customer service through knowledge, skills, and experience. Your passion for travel and people management will shine as you encourage the team to excel in their day-to-day roles, supporting their future development and helping them grow!

Responsibilities:

• Serve as a role model, fostering a motivated and high-performing team environment.
• Ensure a flawless and efficient customer journey, from the moment of booking through to their arrival at our bases.
• Continuously work to improve service levels and drive performance across key operational metrics within the team.
• Optimally handle call volumes and allocate resources to ensure service levels are consistently achieved.
• Provide ongoing mentorship, training, and development to team members, focusing on customer interactions and identifying specific training needs in products, processes, and soft skills.
• Conduct regular training sessions to promote continuous improvement and support professional growth within the team.
• Facilitate the smooth integration of new team members, ensuring they receive comprehensive induction training.
• Lead regular one-on-one meetings, SMART reviews, and daily team talks, including team huddles, to ensure open communication and progress tracking.
• Address and manage poor performance through established performance management programs, ensuring continuous improvement.
• Oversee attendance, timekeeping, and shift adherence, while handling any absence or disciplinary issues in collaboration with the head of operations and pre-departure manager.
• Supervise error rates and implement corrective actions to prevent recurrence and improve overall performance.
• Keep the team advised of any changes in products or processes through clear and effective communication.
• Provide regular business updates on team performance, highlighting any risks and opportunities to improve pre-departure operations.
• Take ownership of resolving critical or blocking issues, as well as addressing feedback from team members.
• Participate in and, when required, lead educational trips to enhance team knowledge and performance.
• Run communication templates within the CRM system, ensuring consistent and professional interactions.
• Be responsible for the team's performance in live chat, outbound call activities, and upselling efforts to ensure targets are met.

What are we looking for?

• Previous experience as a team leader within a call center environment.
• Able to manage people and drive high performance in their teams including managing poor performance.
• Customer-focused and the ability to deal with, take ownership of, and solve sophisticated customer issues.
• Displays a good commercial awareness and understanding of company business plans, objectives, and strategy, including competitor awareness.
• Excellent verbal and written communicator in English, with strong listening skills.
• Lead by example in all areas i.e. attendance, punctuality, serviceability, and willingness to learn, and go above and beyond.
• Positive role model for change and able to support teams through it.
• Confident and demonstrates initiative to improve processes and deliver results.
• Displays high energy and can empower self and others.
• Highly flexible, positive, and resilient with the ability to be innovative and create a lively environment.
• Experience working in a service-led environment.
• Passport and the ability to travel abroad when the business requires it of you.
• Flexibility to lead, support, and attend working events.
• Strong focus and dedication to supporting the team, even during busy periods that may require additional hours.
• Candidates with travel and tourism qualifications, a passion for sailing, and experience using Hub Spot and Talkdesk will be viewed favorably.

Employee Benefits:

• Health benefits.
• Competitive salary & commission scheme.
• Monthly incentives.
• 3-week induction program & weekly training.
• Annual familiarization trips to overseas bases.
• Employee discounts & exclusive rewards portal access.
• 25 days annual leave.
• Career progression opportunities.

At Travelopia, we foster a culture of inclusivity, collaboration, and innovation. We believe in the power of diversity to drive better results and are committed to crafting an environment where everyone can flourish. We actively counteract unconscious bias and embrace diversity in all its dimensions. We are dedicated to ensuring an open, accessible, and inclusive work environment. Please advise us if you require accommodations or additional support to participate in the recruitment and selection process. Our hiring team will work with you to provide suitable accommodations in a timely and confidential manner. To request accommodations, please contact our team at Talent@Travelopia.com.
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