Sales Centre Manager – WestJet Vacations

The Opportunity:

Under Sunwing Vacations, we are looking for a Sales Centre Manager to support the WestJet Vacations team and join us in making vacation dreams come true. As the Sales Centre Manager – WestJet Vacations, you enjoy working in a fast-paced and rapidly changing environment with minimal oversight.  Adapting your time and workflow to the most pressing issues at hand will be essential.  Your communication skills are excellent. The Sales Centre Manager will be responsible for building relationships with your customers and employees to manage the performance of the Sales Centre. You set goals, analyze the Sales Centre's performance indicators, ensure that the company and staff meet the goals, and provide customers with reliable and effective support. The position will report to the Sales Center Director.

What You’ll Do:

• Champion Sales Performance; responsible for all aspects of sales objectives including setting targets, setting strategy to achieve, tracking and communicating results, celebrating success and employee recognition.
• Ensure the satisfaction of our customers by developing and maintaining a quality program and by developing our frontline leaders’ capacity to effectively coach agents to achieve excellent guest service and handle escalated concerns including personally handling the most serious escalated guest concerns.
• Maintains and improves call center operations by monitoring performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing process improvement and quality assurance programs. 
• In partnership with our People team, act as the primary driver for recruiting, selecting, orienting, training, assigning, coaching, counseling, communicating job expectations, and managing employees. 
• Meet frequently with direct reports to review KPI’s and create action plans - review and provide analysis for improvement on daily KPI reports.
• Provide leadership and strategic direction directly to team leaders and indirectly to all frontline teams in the contact centre.  Enable the success of our people by creating a high-performance environment of empowerment, accountability, recognition and reward.
• Lead weekly team meetings with direct reports to review current sales performance, show recognition and discuss team opportunities.
• Recommend improvements to operational processes; implement as required and measure success.
• Ensure accuracy in payroll administration, specifically time sheet approvals, PTO requests, etc.
• Manage operational costs base against budget and ensure any concerns are escalated to Director.
• Set a lead by example approach, attitude and demeanor, at all times - be a champion of Sunwing’s culture, purpose and values by planning, organizing, and participating in culture events.
• Frequent travel will be required to our locations in Montreal, Toronto and Kingston, Jamaica.
• Other duties as required.

What You’ll Need:

• The ideal candidate will have at least 8 to 10 years of experience in the travel industry with a minimum of 5 years in a supervisory role.
• Advanced knowledge of contact centre telecom, workforce management, performance analytics systems, and industry best practices.
• Excellent leadership skills and record of leading in direct or matrix organizational structure.  Uses leadership skills to coach and facilitate service improvement, team behavior and to effectively communicate our vision and direction.
• Superior collaboration skills: team building, conflict resolution, stakeholder management and relationship building, risk management, negotiation & decision making
• Self-motivated with effective time management skills, able to manage a varied workload in a high paced dynamic environment
• Analytical thinker who can work independently as well as part of a team
• Proficient in Microsoft Office, including Excel, Word, and Outlook
• Previous work experience using Genesys and PowerBi an asset
• Understanding of PCI Compliance an asset

What We Offer:

• Remote Work Opportunities
• Great travel perks!
• Goodlife Corporate Discount
• Growth opportunities
• Free Parking
• Open concept, collaborative workspace
• Fresh Café with delicious snacks and meals at a subsidized price!
• Opportunity to give back through our social responsibility initiatives
• See for yourself! @sunwinglife