Changing lives through travel At G Touring we are passionate about travel and we love exploring the world with our customers, while we explore it together our goal is to try and help the places we go to and the people that live there. G Touring operates two leading touring brands, Travelsphere and Just You. Travelsphere has been discovering the world for nearly 60 years whilst Just You is one of the original dedicated solo operators. We are built on the mission of Changing Peoples Lives Through Travel. Leading the way in guided touring holidays, Travelsphere takes its customers all over the world and is centred around the customers' shared experiences. Just You's collection of worldwide guided touring holidays has been designed exclusively for solo travellers. Bruce Poon Tip owns G Touring, G Adventures and Tru Travels. We believe travel can have a positive impact and be a force for good in the communities we visit. We operate Travelsphere Cares, and Just You Cares in partnership with Planeterra, the world's leading non-governmental organisation turning travel into impact. Team Leader - Performance Delivery Want to be part of a team who makes dreams happen? We are looking for a Team Leader to join our dynamic Contact Centre Team based in our office in Market Harborough. Working Hours This role is full time and office based. 37.5 hours per week on different shift patterns during the opening hours of the department. The current opening hours are Monday – Friday 9am – 7pm and Saturday 9am – 5pm. All applications are required to work at weekends. Purpose of the role : Reporting to the Sales Manager, this role's primary purpose is to maximise commercial results and customer satisfaction. Ensuring the customer experience pre-holiday meets expectations by ensuring that industry leading sales and service processes are in place through identifying performance opportunities and implementing plans to drive results. Be part of the Contact Centre leadership team delivering day to day management and performance excellence of all colleagues in the UK and non-UK teams. In this role you will: Support the Sales Manager in analysing sales performance data, identify areas for improvement and implement strategies to optimise the sales effectiveness of the contact centre team to maximise sales conversion and sales production. Perform quality assurance on all contact types, provide analysis of results, identifying high performance best practices and improvement opportunities. Devising and delivering action plans. Deliver new hire training to ensure effective on-boarding and required performance levels. Identify process inefficiencies and implement changes to achieve key metrics, streamline workflows, improve customer experience and enhance sales productivity. Design, implement, and evaluate training programs and materials to meet departmental objectives, enhancing the skills and capability of the team. Collaborate with leadership team to develop and execute strategies aligned with overall business objectives. Utilise customer feedback for all call and channel types to identify sales and customer service improvements. Maintain the contact centre knowledge management tools to ensure accuracy and relevancy of the content, ensuring that this is fit for purpose. Work collaboratively with colleagues across the business to deliver required tasks and projects. Provide management support as needed to maximise efficiency and effectiveness of the team, including recruitment, floor support, coaching and management cover (inc. weekends) where required. To be successful in this role you will have: Strong analytical skills with ability to interpret complex data and translate insights into actionable plans. Excellent communication skills at front line and leadership level to positively influence through feedback, coaching and relationship building. Proven high level of capability of training delivery, along with the development of job aids and front- line skills training. Leadership abilities to inspire and motivate teams to achieve high performance goals. Sales process expertise and demonstrate an understanding of the sales cycle, best practices, and common challenges in a contact centre environment. Customer service focus with a proven record of prioritising customer satisfaction and building positive relationships with customers. High levels of organisational skills and personal drive to achieve results. Take initiative and ownership to deliver tasks and projects. To show care, desire and energy to achieve performance excellence, and help our customers and colleagues. The ability to navigate various systems and processes efficiently and effectively. To demonstrate flexibility, resilience and adaptability in an ever-changing environment. Experience of driving performance improvements in remote teams (desirable). Desirable Experience 3 years of experience in contact centre sales environment. 2 years of leadership experience What is it like to work here? Our culture is more than just words on paper. It is who we are: how we think, what we value and how we behave. It drives us to be better for our customers and our team to ensure an inclusive and forward-thinking workplace for all. Why work with us? Be part of something greater than yourself. We are all about you being the best you can be and we want you to be yourself too. You will have access to Vocational Learning Support Every year the opportunity of a “Learning Journey” to learn about our holidays and our customers Up to 5 dedicated learning days towards your Vocational Learning or Learning Journey. Freedom to accelerate / drive change. We offer you A competitive salary. 25 days plus Public Holidays. You can purchase additional leave up to 1 of your working week. It is important that there is always some time for you. So every year you will get your birthday as an extra day of paid leave. Supporting the local community is an important part of our ethos, so we offer the opportunity to spend 1 of your normal working days supporting a registered charity. If you are a care supporter for someone with a long-term illness, we will support you with up to 6 working days per annum (pro rata for part-time team members) in any rolling 12-month period. Cycle to Work Scheme. Employee Assistance Programme – 24/7 GP consultation via phone or video plus support services for your health and wellbeing to include support with your mental health, finances, fitness, dietary requirements and life event support. Life Assurance – 4 times your salary for death in service for your nominated beneficiaries. Competitive pension scheme. Holiday discounts for yourself, friends and family. Travel industry benefits. Opportunity of flexible working, if you want to change your hours for a period of time during your career. If you think this sounds like the right business for you and fulfill the criteria above, then please click Apply now ADZN1_UKTJ