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Team Leader - Travel Call Center - Montvale NJ

Job no: 506819
Brand: GOGO Vacations
Work type: Full time
Location: USA - Virtual, USA - New Jersey
Categories: Wholesale & Product

GOGO Vacations is a leading wholesaler of vacation packages exclusively serving the travel agent community. Since 1951, travel professionals have turned to GOGO Vacations for its depth and breadth of product and destination offerings. 

At GOGO Vacations, we provide wholesale sales and support to travel professionals.  This varied and enjoyable role will involve liaising with a diverse array of Travel Advisors and assisting them plan all aspects of their client's trips, including flights, accommodation, sightseeing, and transfers with the aim of generating business and building a loyal customer base.

About the Opportunity:

The Team Leader is the person that is responsible for the success of their team by providing direction and vision and growing TTV.  The primary role is to develop and grow the team through continuous training and monitoring the processes efficiently.  The Team Leader leads by example, is disciplined, nurtures, develops and shares information.



  • Monthly phone assessments of each team member
  • Listen & review phone calls for quality assurance
  • Monitor phone stats and call volume daily for optimization and efficiency
  • Daily/Weekly/Monthly phone reporting
  • Driving financial results and KPI's
  • Ensure all team members are providing/maintaining a high level of customer service and satisfaction
  • Provide support to the team
  • Problem solving and customer resolution
  • Coaching and developing team members to improve performance
  • Motivating and maintaining the spirit of the team
  • Providing vision and focus for the team
  • Monitor team performance to ensure goals are met
  • Implement and evaluate all new processes and procedures
  • Monitor trends and patterns in agent and team performance to identify problem areas and take action for continuous improvement
  • Maintaining effective relationships and communications with customers and suppliers


Skills Required:

  • Leadership/Management experience
  • Organized and detail oriented
  • Sound Business Acumen
  • Drive, determination and focus
  • Excellent communication skills
  • Have passion to drive the business
  • Ability to create a fun, inspiring and exciting work environment
  • Consistency in every area
  • Strong focus on customer service
  • Ability to manage change 

What Flight Centre Travel Group can offer:

  • $50,000 base plus a healthy incentive package
  • Fully paid, 2-week in-depth sales and systems training at our in-house Learning Center located in our headquarters in Montvale, NJ (transportation to/from the training will be provided)
  • On-going destination training to develop your skills and knowledge to help you better sell
  • Discounted travel benefits, which include IATA’s travel benefits
  • National and international awards nights, buzz nights, conferences, FAM Trips
  • Free and confidential access to our own in-house financial advisors
  • Unbeatable company culture
  • Health Benefits, including Medical, Vision and Dental
  • Company matching 401k, and stock options

Location: Montvale, NJ

FCTG USA is an affirmative action - equal opportunity employer searching for talented people who have a desire to build a rewarding, fun, and exciting career with a company that loves to celebrate your success!

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