Virtual Contact Centre Team Leader

Posted 10 June 2024
Business Area Virtual Call Centre (VCC)

Job description

Home based

Working Hours

37.5 per week (Monday – Friday, 8.00am – 9.00pm, Saturday –Sunday,

9.00am -7.00pm on a rota basis, including evenings & weekends)



This is an exciting opportunity to lead part of our Virtual Contact Centre sales team that is rapidly expanding. With exceptional sales leads, you will have direct access to engage with our customers online. There are countless sales leads through our Live Chat system, Web Enquiry Forms and Facebook – all whilst working in a buzzing, fast paced & highly motivational sales environment. In return you will get to be part of an amazing growing team.


Role Summary

As a Virtual Contact Centre Team Leader you will get the opportunity to lead a team that fulfils customer enquires generated by our websites and social media platforms. You will lead by example and showcase exceptional customer service using both your own personality and our company ethos to provide our customers with a unique and hassle free booking experience.


Main Responsibilities


*        Manage day to day performance and productivity of a busy sales team

*        Perform regular motivational performance reviews

*        Lead by example in personal sales

*        Identify, meet and exceed customers’ needs and expectations following sales structure

*        Handle incoming Live Chats, web enquiries and Facebook leads.

*        Pro-actively communicate with customers during their online journey

*        Adhere to company policies and procedures

*        To achieve individual performance targets and sales objectives

*        Follow up on sales activity by accurately entering data onto the systems

*        Assist with lead monitoring and providing constructive feedback



Our values

Our SMILE values are embedded in to our Company and ensures our teams work strongly together. You and all of our colleagues will ensure that the Hays Travel values are demonstrated at all times.

  • Supportive
  • Motivational
  • Innovative
  • Loyal
  • Excellent

What it’s like to work for us?

Whichever location or department you work in, our people are always at the heart of everything we do. We offer a range of training programmes to help you progress personally and professionally, as we know the benefits of promoting and rewarding our hardworking colleagues are extremely important.

Of course, it's not all about work, we're very sociable and there are always lots of team nights-out and company parties. Plus, there are opportunities to travel abroad on educational trips, and you can also take advantage of our colleague discount when booking your own holidays.


Hays Travel is committed to safeguarding and promoting the welfare of all colleagues. As an accredited employer provider of apprenticeships, we undertake basic checks through the Disclosure and Barring Service (DBS) to ensure the safety of our apprentices for relevant roles.