Tour Sales Manager (Call Center Manager)

Overview

COMPANY SUMMARY

At Holiday Vacations, our mission is to enrich lives with valued travel experiences. We offer inclusive guided tours led by professional Tour Directors to more than 70 destinations on six continents. We travel by air, motor coach, trains, and cruises on itineraries that bring the destination alive for our guests. We are headquartered in Eau Claire, Wisconsin and are a subsidiary of Xanterra Travel Collection, the largest national park concessionaire in the U.S. Xanterra also owns other tour operator and cruise line brands including VBT Bicycling Vacations, Country Walkers, and Windstar Cruises.

POSITION SUMMARY

The Tour Sales Manager is a key member of the Holiday Vacations leadership team, responsible for leading the Tour Sales department and driving the success of our sales and guest service functions. In this role, you will provide strategic direction, day-to-day oversight, and hands-on coaching to a team of Tour Sales Consultants, ensuring we deliver exceptional guest experiences and achieve strong sales results through effective inbound and outbound practices.

You will foster a positive, high-performing culture built on teamwork, accountability, and continuous growth. As the department leader, you will shape strategies that support sales success, service excellence, and operational efficiency while guiding the team in building trusted guest relationships and increasing conversions through best practices. Success in this role requires strong leadership, a collaborative mindset, and the ability to thrive in a dynamic, fast-paced environment.

Responsibilities

AREAS OF RESPONSIBILITY

• Lead the Tour Sales department, ensuring the successful execution of inbound and outbound sales and service operations.
• Develop and implement goals, guidelines, and strategies to drive sales conversions, guest satisfaction, and operational efficiency.
• Evaluate call center performance data to identify opportunities for improvement and implement solutions that maximize results.
• Coordinate with other departments to ensure staff have the necessary information and resources to provide excellent guest service.
• Oversee the implementation and optimization of call center tools and technology, providing technical support and escalating issues as needed.
• Lead department involvement in cross-functional projects, including the preparation and rollout of new systems, software, and processes.
• Manage staffing schedules to ensure adequate coverage and operational support.
• Facilitate regular team meetings and ensure timely communication of relevant updates and priorities.
• Serve as an active, collaborative member of the leadership team, contributing to organizational goals and initiatives.
• Promote and maintain a healthy team culture built on respect, teamwork, accountability, and continuous improvement.
• Share relevant guest feedback with internal stakeholders to support service enhancements.
• Other duties as assigned.

SUPERVISORY MANAGEMENT RESPONSIBILITIES

• Hire, train, supervise, and support Tour Sales Consultants.
• Provide regular, meaningful feedback through ongoing coaching, one-on-ones, and formal performance evaluations.
• Set clear expectations, delegate responsibilities appropriately, and monitor work to ensure accuracy, efficiency, and high-quality outcomes.
• Identify and address performance issues with professionalism and urgency, providing guidance and corrective action when needed.
• Support employee growth and engagement by identifying training needs and creating development opportunities.
• Foster a positive and productive work environment, encouraging innovation, teamwork, and accountability.
• Handle employee concerns and sensitive issues with discretion and care.

Qualifications

CORE COMPETENCIES

• Leadership: Inspiring, guiding, and influencing others to achieve goals, while fostering an environment of trust, collaboration, and growth. Effective leaders motivate their team, set clear expectations, and lead by example to drive success.
• Coaching and Mentoring: Providing guidance and feedback to help others develop their skills and achieve their potential. Skilled coaches and mentors build trust, offer constructive feedback, and support the growth and development of their direct reports.
• Results Focused: Maintaining a clear focus on achieving desired outcomes and goals. Results-focused employees set clear targets, monitor progress, and adjust strategies as needed to ensure success.
• Forecasting: Predicting future trends, performance, and outcomes based on historical data and analysis to guide strategic planning. Employees skilled in forecasting analyze past performance, consider external factors, and provide informed predictions to support planning.
• Project Management: Planning, executing, and finalizing projects within deadlines and budget. Proficient project managers define project scope, coordinate resources, and ensure successful completion of objectives.
• Decision Making: Making timely and effective decisions, even when data is limited. Decisive employees analyze available information, consider risks and impacts, and make informed choices confidently.

REQUIRED KNOWLEDGE, SKILLS, AND EXPERIENCE

• Minimum of 3 years of experience leading a call center or similar sales and service team.
• Proven success in coaching, training, and developing high-performing teams.
• Strong knowledge of customer service and relationship sales best practices and performance evaluation metrics.
• Minimum of 3 years of experience with call center technology and software.
• Exceptional interpersonal, communication, problem solving, and leadership skills.
• Ability to adapt quickly in a dynamic, fast-paced call center environment.
• Proficient in Microsoft 365 (Outlook, Word, Excel, Teams, OneNote).
• Experience with technical systems such as RingCentral Contact Center, Cresta AI, Smartsheet, and Customer Relationship Management (CRM) tools (preferred but not required).
• Experience in project management, including successful planning, collaboration, and execution of large-scale initiatives (preferred but not required).

WORKING CONDITIONS AND ARRANGEMENTS

Work Location: The location for work is the Holiday Vacations corporate headquarters in Eau Claire, Wisconsin. The office environment may have moderate noise levels from office equipment and verbal interaction.

Schedule: Work hours are generally during the regular business week, but there may be variations due to the time of year and department demands. This position follows a hybrid work arrangement, involving three days working in the office and two days working from home, based on the department’s needs. However, there are occasions where additional office days are required to meet business demands.

Physical Requirements: The job requires the ability to sit for extended periods of time, as well as the ability to frequently walk and lift or carry up to 35 lbs. May require bending, twisting, stooping, grasping, and reaching outward or above shoulders, lift/carry and push or pull up to 50 lbs.

TECHNICAL AND HOME-OFFICE REQUIREMENTS

• Must have a distraction-free workspace/environment with space for a desktop computer with two monitors.
• Must have a stable power source and internet connection, including a dedicated high-speed internet and ethernet connection.
• Connection cannot be wireless, Wi-Fi extenders, Wi-Fi repeaters, or hotspots.
• Ability to plug in your equipment to modem/router during work times.

BENEFITS: For full-time employees, Holiday Vacations offers a comprehensive benefits package including: Medical, Dental & Vision; HSA & FSA; Life & Disability; Accident, Hospital & Critical Illness; Pet Insurance; Paid Time Off and Holiday Paid Time Off; 401(k) with Company Match; Employee Assistance Plan; Education Assistance; and Employee Discounts and Travel Deals.

EEO: Holiday Vacations is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.

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