Contact Centre Performance Leader - Service
About the role
POSITION PURPOSE
As a Contact Centre Team Performance Lead, you’ll play a key frontline team lead role within our Contact Centre with a strong focus on customer service. You’ll support day-to-day operations by guiding and empowering Contact Centre Agents to deliver exceptional service experiences. Whether stepping in on calls during peak times, coaching team members, or handling real-time escalations, you’ll be a hands-on leader committed to driving performance, quality, and continuous improvement.
KEY RESULT AREAS & ACTIVITIES PERFORMED
- Frontline Agent Support: Act as the go-to resource for agents during their shifts responding to product/process questions and providing real-time support.
- Call Handling: Regularly handle inbound calls and digital contacts to stay close to the customer experience and keep your product/process knowledge sharp.
- Escalation Pathway: Guide agents on when to escalate complex issues to Team Leaders or Management. Act as a filter and support point, but ensure critical matters are handled by the appropriate leadership level.
- Coaching & Development: Observe interactions, review agent performance, and provide real-time coaching and feedback to drive individual and team improvement.
- Data & Performance Monitoring: Analyze team reports and dashboards to identify trends, gaps, and opportunities. Use data to recommend actions, refine support plans, and improve service delivery.
- Workload Coordination: Support queue and workload balancing across your team during the day, ensuring smooth flow and coverage.
- Product Knowledge Expert: Stay up to date with systems, policies, promotions, and processes across all brands and regions.
- Collaboration with Leadership: Share insights with Team Leaders and Contact Centre Management to support larger performance initiatives and team development plans.
- Customer Experience Champion: Promote consultative service behaviors and a customer-first mindset across the team.
- Other Duties: Participate in meetings, project work, or ad-hoc support as needed to contribute to the Contact Centre's success.
EXPERIENCE
- 1+ years previous contact centre experience
- Comfortable using data and reports to shape decisions
- Calm under pressure and confident in high-volume service environments
- An excellent communicator and collaborator
- Familiar with Contact Centre systems and performance metrics
- Strong familiar with at least one TTC brand
- Sound understanding of Tropics and Genesys
- Familiarity with Salesforce preferred
- Proficient with computer systems including Microsoft O365
WORK ENVIRONMENT
- Varying shifts including evenings and weekends and Public Holidays
- Extended hours during peak times possible
We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.
About The Travel Corporation USA
The Travel Corporation is a highly successful international travel group with over 25 award-winning brands. These include luxury hotels and boutique river cruise ships, niche tour operators and other leisure interests. Our guiding principle is one of providing the most enjoyable, enriching travel experience for its customers across the globe.
Our Company is family-owned and has been in business for four generations over nine decades. The Group maintains an uncompromising commitment to offering the highest standards of product integrity, outstanding service and leisure experiences. We serve over one million customers per year, and are dedicated to providing them with excellent service, value and quality in every one of our businesses. Each brand is strategically positioned and is clearly differentiated in its market sector. These brands are seen as market leaders in their respective niches.
Since we are privately-owned and financially independent, the company takes a long-term vision and strategy with our brands, with an ethos of attention to detail in all aspects of our business. Operating in 60 countries, on five continents, with over 35 offices and more than 4,000 team members, the multi-cultural vibrancy of our global business ensures a robust and dynamic future.
About Us? Our philosophy is simple. To create enriching experiences for our travelers by combining an unbeatable mix of exceptional service and quality at great value. The Travel Corporation (www.thetravelcorporation.com) offers something for everyone. Our multi award-winning portfolio ranges from luxury hotels and boutique river cruises, to independent holiday package companies and a variety of guided travel experiences.
As a worldwide travel expert, we currently operate in 60 countries, with over 35 offices and more than 10,000 team members, serving over 1.5 million customers annually. And as a 4th generation, family-owned business that is financially independent, we pride ourselves on taking a long-term view, with an ethos of attention to detail in all areas of the company.
Contact Centre Performance Leader - Service
About the role
POSITION PURPOSE
As a Contact Centre Team Performance Lead, you’ll play a key frontline team lead role within our Contact Centre with a strong focus on customer service. You’ll support day-to-day operations by guiding and empowering Contact Centre Agents to deliver exceptional service experiences. Whether stepping in on calls during peak times, coaching team members, or handling real-time escalations, you’ll be a hands-on leader committed to driving performance, quality, and continuous improvement.
KEY RESULT AREAS & ACTIVITIES PERFORMED
- Frontline Agent Support: Act as the go-to resource for agents during their shifts responding to product/process questions and providing real-time support.
- Call Handling: Regularly handle inbound calls and digital contacts to stay close to the customer experience and keep your product/process knowledge sharp.
- Escalation Pathway: Guide agents on when to escalate complex issues to Team Leaders or Management. Act as a filter and support point, but ensure critical matters are handled by the appropriate leadership level.
- Coaching & Development: Observe interactions, review agent performance, and provide real-time coaching and feedback to drive individual and team improvement.
- Data & Performance Monitoring: Analyze team reports and dashboards to identify trends, gaps, and opportunities. Use data to recommend actions, refine support plans, and improve service delivery.
- Workload Coordination: Support queue and workload balancing across your team during the day, ensuring smooth flow and coverage.
- Product Knowledge Expert: Stay up to date with systems, policies, promotions, and processes across all brands and regions.
- Collaboration with Leadership: Share insights with Team Leaders and Contact Centre Management to support larger performance initiatives and team development plans.
- Customer Experience Champion: Promote consultative service behaviors and a customer-first mindset across the team.
- Other Duties: Participate in meetings, project work, or ad-hoc support as needed to contribute to the Contact Centre's success.
EXPERIENCE
- 1+ years previous contact centre experience
- Comfortable using data and reports to shape decisions
- Calm under pressure and confident in high-volume service environments
- An excellent communicator and collaborator
- Familiar with Contact Centre systems and performance metrics
- Strong familiar with at least one TTC brand
- Sound understanding of Tropics and Genesys
- Familiarity with Salesforce preferred
- Proficient with computer systems including Microsoft O365
WORK ENVIRONMENT
- Varying shifts including evenings and weekends and Public Holidays
- Extended hours during peak times possible
We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.
About The Travel Corporation USA
The Travel Corporation is a highly successful international travel group with over 25 award-winning brands. These include luxury hotels and boutique river cruise ships, niche tour operators and other leisure interests. Our guiding principle is one of providing the most enjoyable, enriching travel experience for its customers across the globe.
Our Company is family-owned and has been in business for four generations over nine decades. The Group maintains an uncompromising commitment to offering the highest standards of product integrity, outstanding service and leisure experiences. We serve over one million customers per year, and are dedicated to providing them with excellent service, value and quality in every one of our businesses. Each brand is strategically positioned and is clearly differentiated in its market sector. These brands are seen as market leaders in their respective niches.
Since we are privately-owned and financially independent, the company takes a long-term vision and strategy with our brands, with an ethos of attention to detail in all aspects of our business. Operating in 60 countries, on five continents, with over 35 offices and more than 4,000 team members, the multi-cultural vibrancy of our global business ensures a robust and dynamic future.
About Us? Our philosophy is simple. To create enriching experiences for our travelers by combining an unbeatable mix of exceptional service and quality at great value. The Travel Corporation (www.thetravelcorporation.com) offers something for everyone. Our multi award-winning portfolio ranges from luxury hotels and boutique river cruises, to independent holiday package companies and a variety of guided travel experiences.
As a worldwide travel expert, we currently operate in 60 countries, with over 35 offices and more than 10,000 team members, serving over 1.5 million customers annually. And as a 4th generation, family-owned business that is financially independent, we pride ourselves on taking a long-term view, with an ethos of attention to detail in all areas of the company.