Job Description

Description:

ABOUT US

Our philosophy at The Travel Corporation (TTC) is simple, we create enriching experiences for travelers by combining an unbeatable mix of exceptional service and quality at great value. As a global business with over 100 years of experience in the travel industry, our ethos of being 'Driven by Service', ensures we keep our values of passion, people and purpose at the heart of everything we do - designing and running immersive, innovative and responsible travel experiences for our guests across 70 countries. Join us in creating life-changing moments for every guest across our award-winning brands and experience the TTC difference.

OUR VALUES

Driven by service An inherent passion for travel Commitment to our customers and to our people Commitment to social responsibility and our 5-year sustainability strategy

POSITION SUMMARY

As a Contact Center Team Performance Lead, you will play a key frontline team lead role within our Contact Center with a strong focus on customer service. You'll support day-to-day operations by guiding and empowering Contact Center 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 RESPONSIBILITIES

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 and 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.

Requirements:

ROLE SUCCESS CRITERIA

Employee Development:

Demonstrate measurable improvement in coached agents' KPIs (QA, AHT, booking accuracy, upsell attach rate).

Quality Assurance (QA) Performance:

Maintain or exceed 85-90% average QA scores for assigned team. Show reduction in repeat errors or escalations flagged through QA monitoring.

Productivity/Support

Maintain workload balance to achieve target service levels Reduce errors recorded in the Journal log

KEY INDIVIDUAL TRAITS

Resilience:

Remains calm and effective under pressure, persistent through challenges, and driven to achieve long-term goals.

Collaborative:

Builds strong relationships and works cross-functionally with a consultative, co-creative approach to influence and align others in a fast-paced environment.

Adaptability:

Demonstrates the ability to adjust effectively to changing environments, priorities, and challenges. Embraces new ideas and approaches with flexibility and openness.

YOUR EXPERIENCE AND EXPERTISE

1+ years previous Contact Center 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 Center systems and performance metrics Familiarity with Salesforce preferred Proficient with computer systems including Microsoft O365

TRAVEL & OTHER REQUIREMENTS

Work Location: Hybrid (office & remote) - details to be agreed with line manager Travel: To be discussed * Extended hours during peak times possible