Job description
This is an exciting opportunity for a confident, sales-driven individual with strong leadership qualities and a positive, can-do attitude. You will play a key role in supporting the day-to-day operations of the Vista Sales Call Centre, ensuring your team consistently delivers an outstanding customer experience.
We’re looking for someone who can lead by example, coach and develop team members, and drive performance through motivation and clear direction. You’ll take ownership of your team’s performance, be accountable for hitting monthly sales and service targets, and inspire your team to exceed expectations.
Key Responsibilities:
1. Lead and Supervise: Act as a role model by leading from the front and motivating your team to consistently deliver high performance.
2. Drive Sales: Maximise team sales by setting clear goals and actively coaching agents to achieve and exceed monthly targets.
3. Performance Management: Proactively identify and address any performance or conduct issues through regular support and guidance.
4. KPI & Quality Monitoring: Conduct daily enquiry audits and KPI reviews to ensure performance is on track and service standards are met.
5. Operational Support: Provide assistance during operational or emergency situations, ensuring minimal disruption to service delivery.
6. Cross-Department Collaboration: Build and maintain positive working relationships across departments and divisions to support business objectives.
7. Team Engagement: Deliver engaging and motivational weekly Buzz sessions to drive energy, focus, and team spirit.
8. Coaching & Feedback: Monitor calls and provide constructive, solution-focused feedback to aid continuous improvement.
9. Internal Communication: Effectively communicate business updates and positively promote changes within the organisation.
10. Training & Development: Encourage participation in training opportunities and support ongoing development within your team.
11. Recognition & Support: Motivate, praise, and support team members through open, honest, and regular communication.
12. Service Standards: Ensure all administration and customer service activities meet or exceed company expectations and quality standards.
What Competencies We Are Looking For:
13. Business & Team Growth Focus: A strong commitment to supporting the growth of the business and the professional development of your team.
14. Role Model Behaviour: Consistently demonstrates company values and leads by example, encouraging others to uphold the same high standards.
15. Exceptional Communication: Excellent verbal and written communication skills, with the ability to engage confidently and clearly with a wide range of stakeholders.
16. Collaborative Approach: Comfortable liaising with colleagues at all levels and working effectively with remote and cross-functional teams.
17. Motivational Leadership: Inspires and motivates others, remaining positive, approachable, and professional, even under pressure.
18. Self-Starter: Enthusiastic, proactive, and self-motivated, with the ability to take initiative and work both independently and collaboratively.
19. Inclusive Mindset: Embraces and works effectively with people from diverse backgrounds, fostering an inclusive team environment.
20. Multi-Site Team Experience: Experience supporting or working with teams based across different locations, understanding the challenges and opportunities of remote collaboration.
What Experience We Are Looking For:
21. Customer Service Expertise: Proven experience in delivering excellent customer service, ideally in a fast-paced environment.
22. Product Knowledge: Strong understanding of travel products and destinations, with the ability to confidently support and guide customers.
23. Travel Industry Background: Previous experience working within a travel sales environment is highly desirable.
24. Team Leadership: Experience of leading or supervising a team is essential—but we are also open to individuals with strong potential and a clear desire to grow into a leadership role.