Team Lead, Sales

Armstrong Collective•Vancouver, BC

5d•CA$70,000 - CA$80,000•Hybrid

About The Position

The Team Lead, Sales is responsible for leading, coaching, and developing a team of Vacation Consultants to achieve sales, service, and operational objectives while delivering exceptional guest and partner experiences. This role drives team performance through effective leadership, accountability, collaboration, and continuous improvement. Working closely with Sales Centre leaders and cross-functional partners, the Team Lead ensures alignment with organizational goals, supports team member development, and contributes to revenue growth and operational excellence.

Requirements

Experience leading or coordinating a team in a sales, service, contact centre, hospitality, or tourism environment.
Experience coaching individuals to achieve performance goals and deliver service excellence.
Demonstrated success managing competing priorities in a fast-paced operational environment.
Experience handling escalated customer concerns and resolving complex service situations.
Must be legally entitled to work in Canada

Nice To Haves

Post-secondary education in Business, Tourism, Hospitality, or a related field preferred.
Working knowledge of the travel, tourism, hospitality, or customer contact centre industry.
Strong understanding of sales, service, and contact centre operations.
Proficiency with CRM and business systems, including Salesforce, Microsoft Office Suite, and Microsoft Teams.
Knowledge of Rocky Mountaineer sales processes, products, booking systems, and guest support operations considered an asset.

Responsibilities

Lead, motivate, and develop a team of Vacation Consultants to achieve individual and team sales, service, and productivity goals.
Provide regular coaching, mentoring, and timely feedback to enhance performance, capability, and engagement.
Recognize and celebrate team member contributions while fostering an inclusive, high-performing team environment.
Partner with team members to create and track individual development plans that support current performance and future growth.
Facilitate onboarding, training, skill development, and knowledge-sharing opportunities across the team.
Support performance management processes, including attendance management, performance improvement plans, and coaching interventions.
Translate organizational priorities into clear team goals, expectations, and daily actions.
Contribute to Sales Centre engagement initiatives that strengthen team culture and employee experience.
Lead the team in achieving and exceeding sales, revenue, conversion, and service performance targets.
Monitor team and individual performance metrics, identify trends, and implement action plans to improve results.
Create accountability for performance through goal setting, progress monitoring, and performance discussions.
Promote and support sales campaigns, contests, and revenue-generating initiatives.
Utilize available data and insights to support decision-making and identify opportunities to improve outcomes.
Allocate resources and priorities effectively to support changing business demands and seasonal needs.
Take timely and effective action to address performance gaps and operational challenges.
Ensure exceptional guest and travel partner experiences through proactive service leadership and issue resolution.
Handle escalated guest and travel agent concerns and work toward timely, balanced, and solution-focused outcomes.
Process and authorize booking-related adjustments, cancellations, and account inquiries within established guidelines.
Provide operational leadership during opening, closing, weekend, and on-call coverage as required.
Support after-hours irregular operations and emergency response activities during the operating season.
Manage Resource Line and Team Lead communications to ensure responsive support for team members and stakeholders.
Ensure policies, procedures, and operational updates are communicated consistently and effectively across the team.
Build strong working relationships across departments to optimize the guest journey and support sales effectiveness.
Actively seek input, ideas, and feedback from stakeholders to improve processes and outcomes.
Collaborate with leaders and business partners to identify, resolve, and escalate operational issues as appropriate.
Maintain open communication and ensure stakeholders remain informed on matters of mutual importance.
Foster an environment of trust, respect, and teamwork within and across functional groups.
Champion process improvements, technology adoption, and innovative practices that enhance the Sales Centre experience and business performance.
Support team members through change by providing clarity, coaching, and practical guidance.
Encourage team members to contribute ideas that improve efficiency, effectiveness, and the guest experience.
Participate in and lead special projects related to sales growth, operational excellence, and organizational priorities.
Challenge existing practices constructively and identify opportunities for continuous improvement and digital advancement.