Contact Center Service Performance Leader

ABOUT US

At TTC, we are Enriching lives by connecting people and places.

For over 100 years, we’ve been bringing the world closer together by crafting journeys that create lasting memories, lifelong friendships and meaningful cultural connections. Across more than 70 countries and our award-winning brands, we design and deliver travel experiences that go beyond sightseeing - they change perspectives. Behind every unforgettable journey is a passionate team making it happen. That’s where you come in.

OUR VALUES

Everything we do is guided by our five shared commitments:  

• Value Every Voice - We put people first.  
• Act with Integrity - We do what’s right. 
• Explore Beyond Boundaries - We’re driven by curiosity.  
• Own the Outcome - We take responsibility for our decisions.  
• Succeed Together - We’ve got each other’s backs. 

POSITION SUMMARY

The Contact Center Service Performance Leader is responsible for leading, coaching, motivating, and developing a high-performing team of Contact Center Service Agents. The role creates a customer-centric, accountable, and high-performance service culture while driving guest satisfaction, quality, resolution, productivity, efficiency, and employee engagement.The Service Performance Leader uses operational data, quality insights, and customer feedback to identify opportunities, remove barriers to performance, and deliver sustainable service improvements while ensuring every customer interaction reflects TTC's commitment to excellence

KEY RESPONSIBILITIES 

Service Leadership & Customer Experience

• Lead and inspire a service team to meet and exceed customer satisfaction, quality, resolution, productivity, and service-level targets.
• Create a customer-first culture focused on ownership, effective resolution, and consistently high-quality service.
• Own team performance against agreed customer satisfaction, quality, productivity, efficiency, service level, and resolution targets.
• Monitor individual and team performance daily, identifying trends, risks, and opportunities for improvement.
• Translate customer, quality, and operational performance data into targeted coaching and performance improvement actions.
• Reinforce accountability for resolving customer needs accurately, efficiently, and with appropriate ownership.

Coaching & Development

• Conduct regular 1:1 coaching sessions focused on customer experience, communication, problem solving, product knowledge, call control, and effective resolution.
• Provide agents with timely, actionable feedback during and after customer interactions.
• Identify training needs and partner with Learning & Development to strengthen service capability and performance.
• Manage performance, attendance, conduct, and employee development in accordance with company policies.
• Create individual development plans that build capability, confidence, product knowledge, judgement, and customer service effectiveness.
• Identify high-potential employees and support succession planning and career development.
• Participate in recruitment, interviewing, selection, onboarding, and successful integration of new Service Agents.
• Promote employee engagement, collaboration, accountability, and a high-performance culture.

Customer Experience & Resolution

• Ensure every customer interaction is guest-centric, professional, accurate, and aligned with TTC's brand promise.
• Support agents with complex customer situations, escalations, and service recovery.
• Coach agents to take ownership of customer needs and resolve enquiries effectively at the earliest appropriate opportunity.
• Review customer feedback, quality evaluations, complaints, and interaction data to identify coaching and process improvement opportunities.
• Ensure customer issues and escalations are resolved promptly, accurately, and in accordance with company policies.
• Identify recurring causes of customer dissatisfaction, repeat contact, or avoidable effort and work with relevant teams to address root causes.

Performance Monitoring & Reporting

• Track daily, weekly, and monthly KPIs such as customer satisfaction, quality, first-contact resolution, repeat contact, productivity, service level, and schedule adherence.
• Prepare performance reports and present results to the Contact Center Manager.
• Use data and customer insights to drive individual and team improvement.
• Regularly report team performance, improvement initiatives, customer trends, business risks, and recommendations to the Contact Center Manager.
• Analyze operational, quality, and customer trends to identify opportunities to improve service delivery and customer outcomes.

Process & Continuous Improvement

• Champion adoption of new processes, technologies, and ways of working by effectively communicating change and reinforcing new behaviours.
• Lead continuous improvement initiatives that improve customer experience, resolution, operational efficiency, and agent effectiveness.
• Identify recurring customer, process, technology, or knowledge issues and recommend practical solutions.
• Use customer feedback and frontline insights to identify friction points and opportunities to simplify the customer journey.
• Support implementation of new technologies, service processes, AI-enabled capabilities, and operational improvements.
• Partner with Workforce Management, Learning & Development, Quality, Technology, Product, and other business teams to improve service delivery and remove operational barriers.

Operational Leadership

• Provide visible day-to-day leadership and remain accessible to support agents with complex customer enquiries and escalations.
• Monitor service queues, service levels, workload distribution, agent availability, and operational performance to optimize customer experience and efficiency.
• Take appropriate action to manage changing contact volumes, service risks, and operational priorities throughout the day.
• Partner with Workforce Management to support schedule adherence, staffing requirements, and service delivery.
• Support operational readiness during peak periods, significant business events, disruptions, and major organizational initiatives.
• Build effective partnerships with Product, Operations, Workforce Management, Learning & Development, Quality, Technology, and other business functions to improve service performance and the end-to-end customer journey.

ROLE SUCCESS CRITERIA

• Demonstrate measurable improvement in coached agents’ KPIs (QA, AHT, booking accuracy, upsell attach rate).
• Maintain or exceed 85–90% average QA scores for assigned team.
• Show reduction in repeat errors or escalations flagged through QA monitoring.
• Maintain workload balance to achieve target service levels
• Reduce errors recorded in the Journal log

 YOUR EXPERIENCE AND EXPERTISE 

• 2+ years previous contact center experience  
• Genesys Cloud experience is a big plus!
• Previous leadership experience is preferred
• 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 hours: Flexibility to work shifts, including weekends, and holidays, during peak booking periods as needed.]