Contact Centre Sales Performance Lead

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 Centre Team Lead – Sales 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 

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.

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.

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.

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 Centre Manager.
• Use data insights to drive individual and team improvement.

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

• 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

• Resilience: Remains calm and effective under pressure, persistent through challenges, and driven to achieve long-term goals. 
• Collaborative: Builds strong relationships and works cross-functionally with a consultative, co-creative approach to influence and align others in a fast-paced environment. 
• Adaptability: Demonstrates the ability to adjust effectively to changing environments, priorities, and challenges. Embraces new ideas and approaches with flexibility and openness. 

YOUR EXPERIENCE AND EXPERTISE 

• Minimum 3 years in a sales-driven contact centre 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: Fully Remote
• Travel: To be discussed
• Flexibility to work shifts, including weekends, and holidays, during peak booking periods.

We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.