Contact Center Team Lead

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Who We Are
We are driven by service through PASSION, PEOPLE & PURPOSE.

The Travel Corporation is made up of a team of individuals with a shared goal of delivering exceptional travel experiences that make a positive difference.

We're leading the way in responsible travel, offering unique and rich local experiences, and are dedicated to making sure travel is easy and enjoyable.

Position Summary
Helps lead a world-class 24x7 contact Centre in collaboration with diverse global teams and partners. Leads with a strong focus on sales skills, coaching, and feedback to enhance performance. Effectively communicate and achieve targets through mentorship, coaching, and instilling a sales mindset within the team.

Responsibilities

1. Lead & Coach: Drive a high-performing contact centre team through sales coaching, performance management, and mentorship.
2. Sales & Service Mindset: Foster a consultative sales approach while ensuring exceptional customer experiences.
3. Data-Driven Performance: Use KPIs and analytics to track progress, optimize strategies, and enhance sales effectiveness.
4. Quality & Compliance: Ensure product, system, and policy adherence while maintaining sales excellence.
5. Workforce Optimization: Partner with Workforce Management to maximize efficiency and schedule adherence.
6. Customer Issue Resolution: Provide swift, sales-oriented solutions to enhance customer satisfaction and retention.
7. Operational Excellence: Leverage Salesforce & CRM tools for data tracking, reporting, and decision-making.
8. DAR Management: Approve and oversee Discretionary Adjustment Requests (DARs), ensuring proper fund management and policy compliance.
9. Consultative Sales Process (CSP): Perform contact centre agent duties during peak times, applying CSP principles to enhance customer engagement and sales effectiveness.
10. Hands-On Leadership: Step in during peak periods to demonstrate best practices and maintain service levels.
11. Continuous Improvement: Identify opportunities for team development, efficiency, and sales growth.

Core Competencies

1. Sales Focus: Drives a sales-first mindset, achieving results through coaching and performance management.
2. Coaching & Feedback: Develops teams through regular coaching, one-on-ones, and performance improvement.
3. Approachability & Communication: Builds rapport, listens actively, and fosters open team communication.
4. Customer Excellence: Ensures top-tier service for internal and external customers.
5. People Development: Guides career growth with challenging tasks, feedback, and mentorship.
6. Integrity & Trust: Leads with honesty, transparency, and confidentiality.
7. Results-Driven: Exceeds sales goals with self-motivation and accountability.
8. Exposure Under Pressure: Stays calm, professional, and solution-focused in high-stress situations.
9. Time Management: Prioritizes effectively, balancing urgent tasks and operational efficiency.

Experience
Minimum of 3 years of experience as a Team Leader in a contact centre or sales-driven environment is required. Experience in the travel industry preferred. Proven knowledge of contact centre systems such as Tropics and GKC, or equivalent CRM and booking platforms. Strong understanding of travel products, sales processes, and customer service excellence. Ability to meet TICO's educational standards through company-provided exams or previous qualifications.

Ready to embark on this journey with us? Apply today!

For more about us, visit: Travel Corporation is an equal opportunity employer and does not discriminate against race, color, creed, sex, gender, religion, marital status, age, national origin, sexual orientation, or any other consideration made unlawful by federal, state or local laws or ordinances.

Seniority level: Associate
Employment type: Full-time
Job function: Other
Industries: Travel Arrangements