Travel Alberta

Director of Call Centre and Regional Sales, VTR

Feb 19, 2016
Feb 1, 2016
Brewster Travel Canada

Job Objective:

Reporting to the Vice President of Sales, this position is responsible for managing call centre staff, establishing and accomplishing business objectives associated with the call centre activity as well as managing the Regional Sales Managers while providing leadership towards the achievement of maximum profit in line with company vision and values. This position is based in Banff/Canmore, Alberta.


  • Lead, retain, manage and mentor the regional sales team and the Call Centre managers
  • Review and analyze market data to develop and implement a successful sales business strategy and plan
  • Develop and build out call centre environment
  • Develop constructive and cooperative working relationships with clients, vendors and internal staff
  • Manage the annual budget for the call centre and regional markets
  • Drive additional revenues through creative packaging solutions through defined distribution networks.


  • Responsible for development and administration of annual call centre and regional budget to attain business goals with operational stability
  • Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
  • Liaise with the Director of Sales, Travel Trade for unified sales strategies and plan
  • Continually review and analyse methods to obtain additional business
  • Participate with all sales and marketing personnel and divisional managers on budgets and gathering of business intelligence
  • Provide mid-season and year end plan updates with a focus on tactical performance metrics
  • Meet company goals and divisional targets and lead generation as set by key divisions
  • Submit reports accurately and on time to the VP of Sales, or other members of the leadership team upon request


  • Oversee all of the Regional Sales Managers including the tracking of their productivity, the impact of their targeting strategies, the outcomes of their training progress, and the facilitation of their strategies
  • Liaise with marketing in the creation of sales tool kits
  • Achieve regional sales objectives by contributing regional sales information and recommendations to strategic plans
  • Establish sales objectives by creating a sales plan and quota for each region

Call Centre

  • Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients
  • Manage and lead processes for the continuous improvement of the customer experience
  • Promote and develop new/existing business through creative packaging


  • Minimum 5 years in a senior management role, preferably in travel/tourism
  • Experience in successfully leading a call centre and sales teams
  • Experience with budgeting and forecasting
  • Experience with or other CRM an asset
  • Proficiency with MS PowerPoint, Word, Excel, and Outlook is required


  • Teamwork and attitude
  • Meeting set sales targets per the company plans
  • Lead sharing and effective communication to both internal and external customers.

Apply for this job online.