Senior Manager, Contact Centre

Senior Manager, Contact Center Toronto, ON (Hybrid) Reports to: SVP Sale Lead the team behind two of the most trusted names in African travel. African Travel, Inc. and Lion World Travel, part of The Travel Corporation, design the trips people dream about for a lifetime — luxury safaris, once-in-a-lifetime experiences, and journeys across the African continent that clients and travel advisors remember forever. Behind every one of those trips is an Africa Specialist: the expert who brings the itinerary to life. We're looking for a Senior Manager, Contact Center to lead that team — and to shape the structure, performance, and culture that will take both brands to the next level. About the role Reporting to the SVP Sales, you'll own the day-to-day leadership of the Africa Specialists across both brands. You'll drive sales performance, elevate service standards, and design the team model — whether organized by brand or by skill set — that best delivers efficiency and industry-leading service. This is a commercial leadership role at the intersection of sales, service, and operations. If you're energized by coaching high-performing teams, moving the needle on conversion and revenue, and building something that matters in a premium travel environment — we'd love to meet you. What you'll do Lead the contact center team Manage daily operations across a hybrid and remote Africa Specialist team supporting both brands. Coach, develop, and mentor consultants to deliver responsive, professional, and expert service to travel advisors and direct clients. Set the bar for service excellence aligned with the premium positioning of both brands. Drive sales and revenue growth Improve inquiry-to-booking conversion through coaching, call monitoring, and structured sales training. Design and manage a sales incentive plan that motivates the team and reinforces service standards. Grow incremental revenue through travel insurance, air (including air through Frosch), and trip extensions. Partner with Sales and Marketing on campaigns, promotions, and travel advisor engagement. Build quality and consistency Implement quality assurance processes including call reviews and service audits. Resolve escalated client and advisor issues with judgement and care. Standardize best practices across brands and locations. Develop the team and culture Recruit, onboard, and train new reservation consultants. Run performance reviews, coaching plans, and professional development pathways. Foster a collaborative, high-performance culture focused on service and sales results. Optimize systems and reporting Partner with the Operations and Systems Manager to optimize reservation, CRM, and telephony workflows. Build and maintain reporting on response times, conversion, productivity, revenue, and client satisfaction. Keep leadership informed on team performance, market sentiment, and agent/client feedback. What success looks like Higher inquiry-to-booking conversion across both brands Service levels and response times that set the industry standard Growing revenue per consultant and stronger attach rates on insurance, air, and extensions High advisor and client satisfaction scores A stable, engaged, high-performing team What you'll bring 5–8+ years of contact center management experience, with a proven record leading sales and service teams. Strong commercial instincts — you know how to move conversion, productivity, and revenue metrics. Experience with CRM platforms, reservation systems, and contact center technology. Confidence managing hybrid and remote teams across multiple locations. Strong analytical skills and fluency with KPIs and performance reporting. Excellent communication, coaching, and problem-solving abilities. Preferred: background in luxury travel, safari, or experiential travel, and experience working with travel advisors / trade distribution channels. Who you are A hands-on leader and coach who gets the best out of people. Customer-obsessed, with high standards for service. Results-driven and commercially sharp. Organized, disciplined, and calm under pressure. A collaborative partner across Sales, Marketing, Product, and Operations. Why join us Lead the team behind two respected, premium brands in the African travel space. Real ownership — you'll shape team structure, incentive design, and operating model from day one. Hybrid working based out of our Toronto office. Be part of the broader TTC / Frosch family of travel brands. Work on trips that genuinely change people's lives. Ready to apply?   If you require accommodation due to a disability, please notify us in advance so that we can make appropriate arrangements to support your needs.  The Travel Corporation may use automated tools, including AI, to support parts of the recruitment process, such as screening or assessing applications.