Travel Agency Team Leader – Awesome Vacations
We are seeking an experienced and dynamic Travel Agency Team Leader to join our growing team in Awesome Vacations. This role involves leading Travel Consultants and Tele Callers, managing lead flow, driving sales performance, and ensuring exceptional customer service. The ideal candidate will play a key role in converting enquiries into successful bookings while maintaining high service and quality standards.
Key Responsibilities
Team Leadership & Supervision
- Lead, manage, and motivate a team of Travel Consultants and Tele Callers
- Allocate daily tasks, leads, and targets to sales and tele-calling teams
- Conduct regular team meetings to review performance, targets, and updates
- Foster a collaborative, result-oriented, and customer-focused work culture
Tele Caller & Lead Management
- Supervise tele callers handling inbound and outbound travel enquiries
- Ensure timely first calls, follow-ups, and proper lead tagging (Hot/Warm/Cold)
- Monitor call quality, scripts, and conversion effectiveness
- Prevent lead leakage by ensuring all leads are tracked and updated in CRM
- Train tele callers on packages, destinations, offers, and objection handling
Sales & Revenue Management
- Drive achievement of sales targets and revenue goals
- Support the team in closing high-value and complex bookings
- Monitor and analyze sales performance metrics and conversion ratios
- Suggest improvements to pricing strategies, offers, and sales processes
Travel Planning & Customer Experience
- Oversee planning and execution of customized domestic and international itineraries
- Ensure accurate quotations, itineraries, and booking confirmations
- Handle client escalations, special requests, and service recovery when required
- Ensure smooth customer experience from enquiry to post-travel follow-up
Training & Development
- Develop and conduct training programs for sales executives and tele callers
- Enhance product knowledge, destination expertise, and selling skills
- Identify performance gaps and provide coaching and feedback
Vendor & Operations Coordination
- Maintain strong relationships with airlines, hotels, DMCs, and vendors
- Coordinate with operations, ticketing, visa, and accounts teams
- Ensure timely confirmations, documentation, and payment follow-ups
Marketing & Business Growth
- Support and implement marketing initiatives to promote travel packages
- Assist in handling leads from digital platforms, campaigns, and referrals
- Share market insights, customer feedback, and competitor analysis
Compliance & Reporting
- Ensure adherence to company policies, SOPs, and data confidentiality
- Maintain accurate records of leads, bookings, payments, and reports
- Prepare daily and monthly MIS reports for management review
Requirements
- Proven experience in a Team Leader / Supervisor role within a travel agency
- Strong knowledge of travel products, destinations, and booking systems
- Experience managing tele callers and lead-driven sales teams
- Excellent communication, leadership, and interpersonal skills
- Ability to work in a fast-paced environment and manage multiple priorities
- Strong problem-solving skills and customer-focused mindset
- Proficiency in CRM systems and travel agency software
- Bachelor’s degree in Business, Hospitality, Tourism, or related field preferred
- Knowledge of marketing strategies and sales techniques is an added advantage