Step into the Senior Manager role at African Travel, Inc. in Toronto to lead the Contact Centre team. This hybrid position champions top-notch service and sales growth in luxury travel.
Your role as Senior Manager will involve guiding the Africa Specialists to deliver expert service and operational efficiency. Focused on increasing conversions and revenue, you will also mentor the team to maintain the highest service standards. Strategic collaboration with Sales and Marketing will be crucial to your success.
Key Responsibilities:
• Direct daily operations of the contact centre
• Conduct coaching and professional development for staff
• Establish sales incentive structures to enhance team performance
• Enforce quality assurance protocols and manage escalations
• Collaborate on system optimizations and performance tracking
Requirements:
• 5-8+ years of contact centre experience
• Strong focus on commercial growth and efficiency
• Familiarity with CRM and ...