AddressPerformance Leader - Adventure World
Who We Are:
At Adventure World, we travel with purpose and work with passion. With 40 years of travel experience, we specialise in extraordinary tailor-made experiences to some of the world's most unique destinations. Recently, we underwent a brand refresh, and we are ready for a driven, passionate brand leader to grow our brand both in Australia and internationally. Our reputation is built on providing quality service with real personal touches, guided by our core belief to Travel with Purpose.
What You Will Do:
As the Performance Leader, you will provide leadership to our combined Australia and New Zealand team of Destination Experts and Client Services Specialists. You will be responsible for developing sales performance and process accuracy through team leadership, quality control, coaching, and support.
Key responsibilities include:
- Setting team KPIs with the manager and monitoring performance metrics such as individual and team targets, air target, conversion, CSP call review scores, and profitability targets.
- Conducting call/email/chat coaching, providing feedback, and facilitating ongoing skill development and goal setting.
- Performing monthly performance reviews and offering direct feedback and development opportunities.
- Monitoring bookings to ensure adherence to policies and procedures.
- Maintaining a monthly error log to track team errors and identify areas for further coaching and training.
- Ensuring fair workload distribution by monitoring lead generation from various sources (Email, Website, Social Media).
- Managing global team rosters.
- Overseeing daily Contact Centre operations, including call wait times and email/Salesforce enquiry turnaround.
- Acting as the escalation point for resolving customer complaints and complicated requests.
- Working with Adventure World leadership and other stakeholders to optimise processes and ensure consistency across all teams.
- Training new staff members on destination-specific policies/processes and mentoring them during and after training, including call monitoring and file QC.
What in it for you?:
We seek an enthusiastic and driven individual with excellent customer service skills and a high level of teamwork. Our ideal candidate will bring:
- 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 & Perks:
- Flexible Work Arrangements: Balance of in-office and work-from-home options.
- Wellbeing Support: Access to extensive employee assistance and wellbeing programs for you and your family.
- Travel Discounts: Generous domestic and international travel discounts for you, your family, and friends.
- Learning & Development: Career development and personal growth opportunities.
- Love for Travel Benefit: Annual travel credit of $1850 after your first year to use on any core travel brands.
- Team Engagement: Two team engagement days per year.
- Volunteer Leave: Two days paid leave per year for volunteer opportunities.
- Parental Leave: 12 weeks paid parental leave for eligible employees.
About The Travel Corporation:
Our parent company, The Travel Corporation, is a leading travel company comprising well-known travel brands such as Contiki, AAT Kings, Trafalgar, Adventure World, Uniworld Cruising, and Insight Vacations. With over 40 sales offices and 10,000 team members globally, we serve over 2 million customers annually across more than 70 countries.
The Travel Corporation is proud to be an equal opportunity employer. We celebrate and support 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!
