Director of Contact Center North America

Description

ABOUT US

We are driven by service through PASSION, PEOPLE & PURPOSE. We have been making travel matter for over 100 years. 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, unique rich local experiences, and are dedicated to making sure travel is easy and enjoyable. We’re seeking new talent to elevate our team and can’t wait to hear from you.

HOW YOU’LL WORK

We’re energized by all the opportunities of the new world and are proud of our inspiring global workplaces. We look to inspire teamwork, collaboration, and passion for creativity. We offer a flexible work environment - in person in exciting offices and virtually with leading technology. Working together across markets, teams, and disciplines ensures everyone has a voice and everyone is part of our industry-leading brands. Irrespective of where you are, we cultivate environments where everyone contributes, and everyone flourishes.

PERKS

• After your first year, you get an annual travel credit of $1,250 to travel on any one of our core travel brands.
• You also get 2 weeks a year where you can work from anywhere in the world, your choice.
• To grow – we offer a global training calendar, with a mix of virtual, in-person, and e-learning courses. Plus, we give $3,000 per year to support external learning and development courses that interest you and drive your passion.
• Giving back - we give you two paid workdays each year to volunteer to make a difference in causes that are close to your heart too. We believe that travel is a privilege, but with that privilege comes the responsibility; to ensure we have a positive impact on the places we go, the people we meet, and the wildlife we enjoy. We ensure that travel is a force for good and that we MAKE TRAVEL

MATTER.

Position Summary As the Head of Contact Center for North America, you will lead a high-performing team of approximately 150 agents, driving both sales lead conversion and exceptional customer service delivery. Reporting to the Global Head of Contact Center, you will be accountable for the strategic direction, operational leadership, and performance outcomes of the North American contact center. Your primary mission is to maximize sales opportunity conversion while delivering outstanding customer experiences, ensuring flawless execution of global standards, and building a high-performance culture that attracts, develops, and retains top talent. Requirements

KEY RESPONSIBILITIES

Sales Leadership, Opportunity Conversion & Customer Service Excellence Drive revenue and sales growth through operational efficiencies. Establish, monitor, and optimize KPIs for conversion rates, speed-to-lead, average revenue per booking. Own the end-to-end lead management and customer service support processes, optimizing both revenue generation and customer satisfaction. Analyze lead flow, customer inquiry types, funnel metrics, and conversion data to identify trends and implement strategies that improve both sales and service KPIs. Collaborate cross-functionally with Sales, Marketing, and Customer Experience teams to align contact center activities with broader business goals. Implement performance improvement initiatives for both sales’ effectiveness and service delivery, ensuring a balance between revenue growth and customer loyalty. Operational Excellence & Process Optimization Develop and continuously improve strategies and initiatives to maximize revenue and efficiencies. Ensure rigorous adherence to global contact center processes for both sales and service, while driving continuous improvement to maximize outcomes. Lead the deployment of sales training, customer service training, and enablement programs, empowering agents to deliver on both revenue and service targets. Monitor and optimize operational metrics such as Average Handle Time (AHT), Average Speed to Answer (ASA), and After-Call Work (ACW) while maintaining high sales conversion and customer satisfaction. Champion a customer-first, sales-enabled approach, ensuring service interactions contribute to long-term revenue growth and brand loyalty. Team Leadership & Culture Building Build and maintain a high-performance culture focused on sales excellence, service quality, and customer-centricity. Recruit, onboard, develop, and retain top-performing contact center leaders and agents across both sales and customer service functions. Design and implement incentive programs and recognition initiatives that drive excellence in both lead conversion and customer satisfaction. Set clear performance expectations across sales and service KPIs, deliver frequent coaching and feedback, and foster a winning, customer-focused mindset. Performance Management & Financial Stewardship Drive and exceed KPIs across lead conversion, sales revenue, first contact resolution, customer satisfaction, agent productivity, and attrition. Diagnose performance gaps across both sales and service functions and lead structured improvement plans to drive rapid improvement. Manage and optimize the North American contact center budget, balancing investment in people, technology, incentives, and quality programs. Oversee the design and management of sales and service incentive programs to maximize both ROI and agent engagement. Global Collaboration & Stakeholder Engagement Actively collaborate with global contact center peers to ensure consistent delivery of both sales and service standards worldwide. Represent the North American contact center perspective in global strategy meetings, contributing insights to both revenue growth and customer experience initiatives. Partner with IT, HR, Product, and Marketing teams to implement solutions that enhance both agent performance and the customer journey. Maintain in-depth knowledge of evolving products, services, policies, promotions, and customer expectations. Key Individual Traits These are enduring personal characteristics, influencing how the person shows up and leads that would support success in this role: Visionary Thinking Sees the big picture, anticipates future talent needs, and connects people strategy to business outcomes. Emotional Intelligence (EQ) Balances empathy and assertiveness. Demonstrates strong interpersonal awareness, and the ability to build stakeholder trust during change, to lead through uncertainty, inspire others, and build. Learning Agility & Resourcefulness Rapidly adapts to evolving needs, resource constraints, and shifting priorities while maintaining focus on long-term outcomes. Resilience & Grit Remains calm and effective under pressure, persistent through challenges, and driven to achieve long-term goals. Collaborative Leadership Change Agent Works cross-functionally with a consultative and co-creative approach, influencing and fostering alignment in a fast-moving environment.

KEY MOTIVATIONAL DRIVERS

Purpose in Building & Impacting Culture Finds fulfilment in laying foundational elements that shape long-term culture, talent experience, and leadership capability. Influence & Impact Energized by driving change, influencing senior stakeholders, and leaving a lasting organizational legacy. Innovation & Growth Motivated by exploring new ideas, tools, and approaches to evolve talent strategies and elevate employee experience. Autonomy with Accountability Thrives in environments with strategic freedom while taking ownership of results. Global Mindset Values diverse perspectives, enjoys operating across cultures, and is energized by complexity and scale.

SKILLS & EXPERIENCE

Bachelor's degree in business administration, Sales, Customer Experience, or a related field; master's degree preferred. 8–10+ years of progressive leadership experience in high-volume, sales- and service-driven contact center environments. Proven success leading teams to achieve significant gains in sales conversion, customer satisfaction, and operational efficiency. Expertise in managing large teams (100+ agents) with a dual focus on sales growth and service excellence. Strong command of CRM platforms (e.g., Salesforce) and contact center technologies (telephony, workforce management, QA tools). Experience in deploying global operational and training programs across both sales and service functions. Highly developed analytical, coaching, and leadership skills with a strong data-driven approach to continuous improvement. Ability to thrive in a fast-paced, highly matrixed, customer- and results-oriented environment.

SALARY

$150,000 per year , plus bonus. 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! #J-18808-Ljbffr The Travel Corporation