About Vantage
Lauded by Travel + Leisure, Condé Nast, World Nomads Solo Traveler, USA Today, and voted the leader in solo travel, Vantage Travel has curated deluxe river and small ship cruises, land adventures, safaris, family and culinary journeys since 1983. Through an enriching roster of included features and Cultural Connections, half a million travelers have experienced firsthand the culture, cuisine, history, and wildlife of more than 80 countries on all seven continents.
Why Work For Us?
If you’ve got a passion for travel and thrive in a dynamic environment where you’ll make an exciting impact on travelers around the world, Vantage may be your dream employer! As we expand our portfolio of travel experiences — including river and small ship cruises and land adventures — and our customer base, we increasingly seek creative, progressive, and motivated professionals to join the Vantage team in our Boston headquarters or in one of our global offices in Budapest, Buenos Aires, Beijing, and Cape Town.
Job Summary
Plan, direct and coordinate telesales (inbound and outbound), customer service and group sales activities to achieve established goals. Proactively act to implement measurable sales and revenue-increasing strategies. Must continually analyze trends and drive initiatives to increase both call activity, quality and conversion of approximately 50 FTEs.
List of Responsibilities
- Establish strategic goals and action plans that will integrate sales into corporate marketing mix.
- Develop and monitors call center and group sales budget for cost control
- Evaluate performance of direct reports & provides coaching & development in support of high achievement levels.
- Monitor programs & procedures to ensure continuous improvement of sales rates and other client driven performance indicators.
- Provide operational reporting & analysis to management as required. Identify service failures or customer concerns and recommend solution options.
- Create, develop, recommend and implements recognition/incentive programs, designed to encourage performance excellence.
- Maximize sales activities through training, motivational techniques, fulfillment and incentive programs; determining revenue and call volume quotas; and setting personnel policies and standards.
- Develop sales staff and sets staffing levels and scheduling.
- Develop and maintains comprehensive initial and ongoing staff training program with clear and measurable metrics.
- Serve as the customer advocate within Vantage Travel Service.
- Supervise development of established script and calling strategies.
- Develop cross-selling and call-handling procedures.
- Direct call center and system design, including evaluating and recommending new equipment installation. Identify and drives technology initiatives.
- Ensure the highest level of performance and quality via call monitoring, system audits completed reservations and daily feedback to staff.
- Manage departments within approved budget
- Additional duties as assigned
Required Skills and Experience
- Exceptional leader, one that is polished, bright, sharp, “quick on their feet”, and possesses flexibility.
- Possesses broad-based call center experience
- Strong experience in planning, analysis and budgeting
- Deliver high-quality sales and service while effectively managing costs.
- Ability to deliver in a “fast growth” company.
- Ability to implement measurable sales and revenue increasing strategies, continually analyze trends and drive initiatives to increase both call activity and conversion.
- A minimum of 15 years Call Center experience and analytical in nature, with proven success of managing people for results.
- Travel industry experience is a plus.
- Must have strong knowledge of Microsoft Office as well as the ability to learn new software quickly.
- Ability to make staffing decisions from reports generated daily.
- Bachelor’s degree or related work experience required.
Vantage’s workplace culture is fun, collaborative, and meaningful. Our associates are fueled by the tangible results of delivering memorable and life-changing journeys while working collaboratively across the globe. Our associates don’t just help others travel, but we enable them to experience the Vantage Travel difference with several opportunities to explore the globe on a Vantage journey, too!
Alongside free annual travel opportunities, we recognize the hard work of our global associates with a competitive benefits package, flexibility, and myriad wellness options. Our convenient location next to TD Garden and North Station puts associates in the heart of world-class downtown Boston and just steps from a major transit hub convenient for city dwellers and commuters alike.
Some of our benefits include:
- Your choice of employer-subsidized medical plans, as well as comprehensive dental and vision plans and Flexible Spending Account (FSA)
- Up to 4 weeks of vacation time alongside 10 paid holidays, 5 sick days, and 3 personal days
- 401K with generous employer match
- Tuition Assistance Program
- Telecommuting and flexible work arrangements depending on position
- Free travel opportunities for associates, plus 25% discount on all trips for the associate and their family and personal airline ticket discounts
- 90% subsidy on MBTA passes inside of Boston and up to 50% subsidy on commuter rail passes
- Wellness program offering weekly fresh fruit delivery, on-site fitness center with Peloton bikes and lockers, weight loss benefits, and discounts on fitness boot camps and personal training
Equal Opportunity Employer
Vantage Travel is an equal opportunity employer; applicants are considered for all roles without regard to race, color, religious creed, gender, gender identity, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.
