Contact Center Back Office Team Leader for Volton overseeing the coordination of escalated customer cases and ensuring effective resolution. Leading a team to enhance customer experience.
About the role
- Contact Center Sales Agent serving as trusted advisor for vacation planning. Engaging guests through phone, email, and chat to convert leads into bookings and deliver exceptional service.
Responsibilities
- Convert qualified leads into bookings by engaging with guests through phone, email, and chat using a strategic consultative sales approach.
- Own your sales pipeline in Salesforce—log all activity, track follow-ups, and manage your portfolio of opportunities to closure.
- Drive revenue across both B2C and B2B channels by recommending the right travel experiences based on each guest’s or advisor’s needs.
- Maximize performance through disciplined lead follow-up, thoughtful discovery, and consistent outbound re-engagement.
- Deliver exceptional service while achieving KPIs tied to conversion, retention, call quality, and guest satisfaction.
- Stay current on product offerings, brand promotions, and travel trends to maintain expertise and credibility.
- Contribute to team success by participating in enablement sessions, sharing best practices, and hitting collective goals.
- Build loyalty and repeat business through personalized service and long-term relationship building.
Requirements
- Goal-Oriented – You thrive in a target-driven environment and love achieving (and exceeding) quotas.
- Consultative Selling – You ask smart questions, listen actively, and guide customers to the right-fit product.
- CRM Fluency – You’re confident navigating Salesforce to manage leads, track activity, and drive conversions.
- B2B/B2C Savvy – You understand the nuances of both guest-facing and trade-partner support.
- Relationship Builder – You’re authentic, engaging, and skilled at building rapport that drives repeat business.
- Team Player – You share wins, collaborate generously, and contribute to a positive sales culture.
- TICO Certification (Travel Industry Council of Ontario) required within the first 60 days of employment; TTC will cover the cost of the first attempt.
Benefits
- Competitive Compensation - $19/hour plus performance-based incentives.
- Incentives & Rewards - Earn performance-based incentives.
- Growth Opportunities - Access to a learning budget, professional training programs, and career advancement pathways.
- Purpose-Driven Perks - Paid volunteer days and participation in sustainability-focused initiatives.
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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