Job Description
Your Purpose
As Regional Manager, you will lead your region’s sales teams, ensuring strong performance, consistent execution, and alignment with MSC Cruises’ commercial objectives.
You will translate business priorities into clear team direction, structured coaching routines, and focused performance actions, enabling Team Leaders and agents to deliver results in a motivating and high-performing environment.
You will collaborate closely with Market Contact Center Managers to drive overall performance, ensuring strong alignment between hub activities and local market needs
With a strong focus on results, you will bring ownership, clarity, and consistency to your region, contributing to a business that continues to grow and make an impact.
Your Impact
Regional Operational Leadership
- 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
- 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
- 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
Your Journey so far
Essential Experience & Skills
- 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 underperforming teams
- Proven regional expertise in cruise industry
Education
- Bachelor's degree in Business Administration, Hospitality, or related field required; Master's degree strongly preferred
Key Competences
- 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 positive, target-driven environment aligned with MSC Cruises' values of customer passion and team excellence
Your Essentials
- 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 12/7 regional operations
Location: Valencia, Spain
Our commitment
We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.
Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!