Sales Centre Supervisor
Description
|
About Us:
Sunwing Vacations Group is home to North America's largest vacation brands, comprised of the leading Canadian leisure tour operators Sunwing Vacations and WestJet Vacations, along with the growing United States based tour operator Vacation Express, together with the Group's own travel retail businesses SellOffVacations.com and Luxe Destination Weddings. Our culture is driven by our EPIC Values (entrepreneurial, passionate, innovative, and customer-centric) and our teams work together to deliver our purpose "passionate people making vacation dreams come true".
The Opportunity:
We're looking for a Sales Centre Supervisor to join the Sales Centre team. You will be responsible for maximizing sales and service performance, through performance management of assigned team including, but not limited to meeting objectives, compliance to attendance, punctuality and company policies, disciplinary actions. The role will report to the Sales Centre Manager and will be in Toronto, ON.
What You'll Do:
• Success, development, and performance management of assigned Team including but not limited to coaching, constructive support and disciplinary action as required
• Support and provide direction for team management approach of Supervisory functions for entire Sales Centre; responsible for ensuring all Agents understand processes and procedures and they are supported accordingly
• Day to day support and management of a positive, service & sales-oriented environment
• Responsible for maintaining records related to (individual) assigned team's performance
• Resolve escalated employee, client, partner, and customer issues as required, on a timely basis
• Develop, maintain, and provide superior service to Consumers and Travel Agent partners to handle and resolve escalated issues within a timely manner (24-hour standard)
• Provide guidance, direction, and demonstration to resolve situations and issues that have been escalated by internal or external clients. Provide accurate answers to policies and procedures.
• Coordinate with various internal departments to assist in customer resolution and support of "extra mile" protocol
• Set a lead by example approach, attitude, and demeanour always
• Other relevant duties as assigned
What You'll Need:
- Two (2) years of experience as a supervisor or Team Lead in a Contact Centre
- Travel industry experience preferred.
- Excellent communication skills, both verbal and written
- Excellent sales, customer service and leadership skills
What We Offer:
- Remote and/or Hybrid Work Opportunities
- Great travel perks!
- Goodlife Corporate Discount
- Comprehensive benefits package
- RRSP Matching Program
- 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
We thank all who apply however only those who meet the qualifications will be contacted.
Diversity, equity, and inclusion - Diversity makes us EPIC; we strive to foster a culture where employees feel uniquely themselves and part of a team. Violence and harassment prevention and response - We partnered with White Ribbon to help us create a survivor-centric, trauma informed policy and educational programs used by all our divisions. Total wellbeing - Our approach is for holistic opportunities to help employees Be EPIC and Be Well. Learning and development - Our offerings are focused on the development of competencies, personal leadership, and leadership in groups and teams.
We will accommodate all applicants throughout the hiring process. If you are an individual who requires accommodation to apply to this position, please email arozario@sunwing.ca