Performance Leader (Contact Centre - Sales)

The Travel Corporation

5d•Hybrid

About The Position

The Contact Center Sales Performance Leader 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.

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 centre technology, with experience generating and interpreting sales reports.

Nice To Haves

Travel industry experience preferred.

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.
Analyse 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.
Work with marketing and retention teams to increase repeat bookings and referral business.
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.
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.