ABOUT US

At TTC, we areEnriching 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, qualified, 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

📌 Contact Center Service Performance Leader (Canada)
🏢 The Travel
📍 Canada