Contact Center Sales Performance Leader

Job Description

Job Description

Description:

ABOUT US

At TTC, we are Enriching lives by connecting people and places. For over 100 years, we’ve been bringing the world closer together by crafting journeys that create lasting memories, lifelong friendships and meaningful cultural connections. Across more than 70 countries and our award-winning brands, we design and deliver travel experiences that go beyond sightseeing - they change perspectives. Behind every unforgettable journey is a passionate team making it happen. That’s where you come in.

OUR VALUES

Everything we do is guided by our five shared commitments:

• Value Every Voice - We put people first.
• Act with Integrity - We do what’s right.
• Explore Beyond Boundaries - We’re driven by curiosity.
• Own the Outcome - We take responsibility for our decisions.
• Succeed Together - We’ve got each other’s backs.

THE OPPORTUNITY

Seeking a Contact Center Sales Performance Leader to lead, motivate, and develop a team of high-performing contact center sales agents to achieve revenue targets and deliver outstanding guest experiences. This role drives conversion, maximizes upsell opportunities, and ensures every interaction reflects TTC’s commitment to excellence, directly contributing to the company’s growth and guest satisfaction.

WHAT YOU'LL DO

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.
• Analyze 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 Center 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.

WHAT YOU'LL BRING

• 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 center technology, with experience generating and interpreting sales reports.

NICE TO HAVE

• Travel industry experience preferred.

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

• Boldness: Approaches tasks and decisions with confidence and a proactive mindset, willingness to speak up and challenge the status quo.
• Collaborative: Builds strong relationships and works cross-functionally with a consultative, co-creative approach to influence and align others in a fast-paced environment.
• Service Orientation: Strives to deliver exceptional service with empathy, responsiveness, and a solutions-focused approach.

TRAVEL & OTHER REQUIREMENTS

• Work Location: Hybrid in Costa Mesa, CA or Fully Remote
• Flexibility to work shifts, including weekends, and holidays, during peak booking periods as needed.

The 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. The Travel Corporation is proud to be an equal opportunity employer. We not only encourage and support diversity in the workplace, we celebrate it! If you feel you have the skills and experience to thrive in a supportive and inclusive environment, we want to hear from you!