Performance Director
3 weeks ago
We are seeking a highly motivated and experienced Performance Leader to join our team at Adventure World.
### Key Responsibilities
* Develop sales performance and process accuracy through team leadership, quality control, coaching, and support
* Set team KPIs with the manager and monitor performance metrics such as individual and team targets, air target, conversion, CSP call review scores, and profitability targets
* Conduct call/email/chat coaching, provide feedback, and facilitate ongoing skill development and goal setting
* Perform monthly performance reviews and offer direct feedback and development opportunities
* Monitor bookings to ensure adherence to policies and procedures
* Maintain a monthly error log to track team errors and identify areas for further coaching and training
* Ensure fair workload distribution by monitoring lead generation from various sources (Email, Website, Social Media)
* Manage global team rosters
* Oversee daily Contact Centre operations, including call wait times and email/Salesforce enquiry turnaround
* Act as the escalation point for resolving customer complaints and complicated requests
* Work with Adventure World leadership and other stakeholders to optimize processes and ensure consistency across all teams
### Requirements
* Proven experience in coaching and developing a team in a sales contact centre environment with demonstrable results
* Demonstrated management and supervisory capabilities that achieve successful business outcomes
* Previous experience within the Travel Industry, preferably in a Wholesale or Travel Agency background
* Strong knowledge of Adventure World destinations and geographical knowledge
* Effective verbal and written communication skills
* Ability to motivate and develop staff to achieve targets and goals
* Knowledge of the Calypso Reservations system and proficiency in Microsoft Word and Excel
### Benefits and Perks
We offer a range of benefits and perks to support your career and personal development, including flexible work arrangements, wellbeing support, travel discounts, learning and development opportunities, and more.
We are proud to be an equal opportunity employer and celebrate diversity in the workplace. If you have the skills and experience to thrive in a supportive and inclusive environment, we want to hear from you.
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