Resolution Specialist in Contact Center managing high volume customer inquiries via phone and chat. Collaborating with associates to resolve issues in a customer - focused environment.
About the role
- Sales Performance Leader responsible for leading a contact center sales team at The Travel Corporation. Driving revenue growth and guest satisfaction through coaching and performance monitoring.
Responsibilities
- 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.
- 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.
- 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.
- 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.
- Recommend enhancements to scripts, promotions, and sales workflows to increase efficiency and close rates.
Requirements
- 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.
- Travel industry experience preferred.
Benefits
- Competitive salary
- Performance based incentives
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