Senior Manager, Contact Centre

The Travel Corporation•Toronto, ON

7d•Hybrid

About The Position

African Travel, Inc. and Lion World Travel, part of The Travel Corporation, design luxury safaris, once-in-a-lifetime experiences, and journeys across the African continent. The Senior Manager, Contact Centre will lead the Africa Specialists team, shaping the structure, performance, and culture for both brands. This role is a commercial leadership position at the intersection of sales, service, and operations, focused on coaching high-performing teams, improving conversion and revenue, and building a significant presence in the premium travel environment.

Requirements

5–8+ years of contact center management experience, with a proven record leading sales and service teams.
Strong commercial instincts — ability to move conversion, productivity, and revenue metrics.
Experience with CRM platforms, reservation systems, and contact center technology.
Confidence managing hybrid and remote teams across multiple locations.
Strong analytical skills and fluency with KPIs and performance reporting.
Excellent communication, coaching, and problem-solving abilities.

Nice To Haves

Background in luxury travel, safari, or experiential travel.
Experience working with travel advisors / trade distribution channels.

Responsibilities

Lead the contact center team, managing daily operations for a hybrid and remote Africa Specialist team supporting both brands.
Coach, develop, and mentor consultants to deliver responsive, professional, and expert service to travel advisors and direct clients.
Set the bar for service excellence aligned with the premium positioning of both brands.
Improve inquiry-to-booking conversion through coaching, call monitoring, and structured sales training.
Design and manage a sales incentive plan that motivates the team and reinforces service standards.
Grow incremental revenue through travel insurance, air, and trip extensions.
Partner with Sales and Marketing on campaigns, promotions, and travel advisor engagement.
Implement quality assurance processes including call reviews and service audits.
Resolve escalated client and advisor issues with judgment and care.
Standardize best practices across brands and locations.
Recruit, onboard, and train new reservation consultants.
Run performance reviews, coaching plans, and professional development pathways.
Foster a collaborative, high-performance culture focused on service and sales results.
Partner with the Operations and Systems Manager to optimize reservation, CRM, and telephony workflows.
Build and maintain reporting on response times, conversion, productivity, revenue, and client satisfaction.
Keep leadership informed on team performance, market sentiment, and agent/client feedback.