Performance Leader (Contact Centre - Sales)
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AI Summary
ABOUT US
Our philosophy at The Travel Corporation (TTC) is simple, we create enriching experiences for travellers by combining an unbeatable mix of exceptional service and quality at great value.
As a global business with over 100 years of experience in the travel industry, our ethos of being ‘Driven by Service’, ensures we keep our values of passion, people and purpose at the heart of everything we do - designing and running immersive, innovative and responsible travel experiences for our guests across 70 countries. Join us in creating life-changing moments for every guest across our award-winning brands and experience the TTC difference.
OUR VALUES
- Driven by service
- An inherent passion for travel
- Commitment to our customers and to our people
- Commitment to social responsibility and our 5-year sustainability strategy
POSITION SUMMARY
The Contact Center Sales Performance Leader is responsible for leading, motivating, and developing a team of high-performing sales agents to achieve revenue targets and deliver outstanding guest experiences. This role drives conversion, maximises upsell opportunities, and ensures every interaction reflects TTC’s commitment to excellence, directly contributing to the company’s growth and guest satisfaction.
KEY RESPONSIBILITIES
Key Responsibility 1 – Sales Leadership & Revenue Growth
- Lead and inspire a sales team to meet and exceed monthly revenue, conversion, and upsell targets.
- Motivate agents through sales contests, recognition programs, and coaching.
- Analyse sales performance and implement strategies to improve results.
Key Responsibility 2 – Coaching & Development
- Conduct regular 1:1 coaching sessions focused on sales techniques, objection handling, and closing skills.
- Provide agents with real-time feedback during and after sales calls.
- Identify training needs and partner with Learning & Development to deliver impactful sales training.
Key Responsibility 3 – Customer Experience & Retention
- Ensure every sales interaction is guest-centric, consultative, and aligned to TTC’s brand promise.
- Support agents with complex bookings and high-value customers to secure sales.
- Work with marketing and retention teams to increase repeat bookings and referral business.
Key Responsibility 4 – Performance Monitoring & Reporting
- Track daily, weekly, and monthly KPIs such as revenue per call, conversion rate, and average booking value.
- Prepare performance reports and present results to the Contact Center Manager.
- Use data insights to drive individual and team improvement.
Key Responsibility 5 – Process & Continuous Improvement
- Recommend enhancements to scripts, promotions, and sales workflows to increase efficiency and close rates.
- Collaborate with marketing and product teams to align offers with customer needs.
- Stay informed on competitor offerings and travel industry trends to maintain a competitive edge.
ROLE SUCCESS CRITERIA
Please include specific success criteria - examples include EBITDA, PAX, Revenue, NPS:
- Achieve monthly and quarterly sales targets.
- Maintain or exceed team conversion rate benchmarks.
- Increase ancillary sales
- Maintain guest satisfaction scores (NPS) above target while achieving sales goals.
KEY INDIVIDUAL TRAITS
A trait is an enduring characteristic that serves as a strong indicator of potential for success in this role.
Select three traits from the list below:
1. Adaptability: Demonstrates the ability to adjust effectively to changing environments, priorities, and challenges. Embraces new ideas and approaches with flexibility and openness.
2. Attention to detail: Carefully reviews work to ensure accuracy, quality, and completeness. Adheres to rules and procedures.
3. Boldness: Approaches tasks and decisions with confidence and a proactive mindset, willingness to speak up and challenge the status quo.
4. Collaborative: Builds strong relationships and works cross-functionally with a consultative, co-creative approach to influence and align others in a fast-paced environment.
5. Curiosity: Driven by lifelong learning, actively seeks new knowledge, skills, and perspectives to enhance performance and personal growth. Embraces continuous learning as a core value.
6. Resilience: Remains calm and effective under pressure, persistent through challenges, and driven to achieve long-term goals.
7. Service Orientation: Strives to deliver exceptional service with empathy, responsiveness, and a solutions-focused approach.
Boldness
Collaborative
Service Orientation
YOUR EXPERIENCE AND EXPERTISE
- Minimum 3 years in a sales-driven contact center environment, including at least 1 year in a leadership role.
- Proven track record of achieving and exceeding sales targets in a B2C environment.
- Strong coaching skills with the ability to develop high-performing sales teams.
- Expertise in sales techniques, including upselling, cross-selling, and consultative selling.
- Proficiency in CRM and contact centre technology, with experience generating and interpreting sales reports.
- Travel industry experience preferred.
TRAVEL & OTHER REQUIREMENTS
- Work Location: To be discussed
- Travel: To be discussed
- Flexibility to work shifts, including evenings, weekends, and holidays, during peak booking periods.
- Hybrid or Remote is acceptable
If you require accommodation due to a disability, please notify us in advance so that we can make appropriate arrangements to support your needs.
The Travel Corporation may use automated tools, including AI, to support parts of the recruitment process, such as screening or assessing applications.
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