Grand Circle Corporation

Call Center Representative

• Lead, motivate, and develop a team of remote travel sales representatives, fostering a high-performance culture focused on revenue growth, accountability, and customer engagement.
• Monitor and manage sales performance metrics including conversion rates, upsell rates (pre/post trip extensions, travel protection, and airfare), and call center KPIs (AHT, ACW, ATT, ASA), implementing strategies that consistently exceed performance targets.
• Conduct regular sales coaching sessions, call reviews, and performance feedback to strengthen selling techniques, product knowledge, and consultative sales capabilities.
• Support representatives in handling complex or high-value sales opportunities, assisting with closing strategies and ensuring an exceptional customer buying experience.
• Develop and deliver virtual sales training programs focused on objection handling, upselling, cross-selling, and consultative travel sales.
• Write, deliver, and monitor progress against Performance Management Actions (PMAs) when necessary, ensuring clear performance expectations and measurable improvement plans.
• Partner closely with Sales Leadership, Marketing, and Operations to align promotions, product launches, and campaign strategies that drive bookings and revenue growth.
• Maintain strong knowledge of Grand Circle travel products, destinations, and promotions in order to effectively coach and support the sales team.
• Demonstrate willingness to incorporate AI-enabled tools (such as Copilot) into daily workflows to improve efficiency, analyze performance trends quickly, and generate insights that support data-driven sales decisions.
• Maintain operational flexibility by quickly shifting priorities during high-volume periods, including stepping into the phone queue when needed to support service levels and team success.

Call Center Sales Supervisor

Analyst

• Partner with Digital Experience teams to identify insights that improve trip discovery, navigation, and booking behavior.
• Measure and analyze A/B tests and personalization initiatives using Optimizely and Adobe Analytics.
• Build, automate, and maintain Tableau dashboards that highlight key digital KPIs tied to engagement and conversion.
• Write SQL queries to extract and transform data across Oracle and Snowflake environments.
• Collaborate with Data Engineering to ensure clean, consistent data flows into the warehouse.
• Contribute to modernization projects using dbt, Airflow/Astronomer, and Git for scalable BI development.
• Present clear, actionable insights that inform marketing, merchandising, and operations strategy.
• Serve as a senior individual contributor and mentor within the analytics function.

Web Analyst

Director

• Own the strategy, performance, and optimization of all traveler protection offerings
• Focus on increasing penetration, improving partner economics, and ensuring a frictionless traveler experience
• Lead travel protection as a product line
• Define offer strategy, messaging, bundling, and eligibility rules
• Recommend and implement improvements in positioning across the booking flow and customer messaging
• Collaborate with Product/UX to run A/B tests that increase attach rate, reduce confusion, and improve clarity and conversion
• Evaluate new plan types, plan tiers, or upgrades that increase traveler value and company margin
• Business owner of Traveler Protection (TripMate)
• Collaborate with FP&A to build annual and quarterly revenue plans, forecasts, and stretch targets
• Lead relationship with TripMate; negotiate commissions, marketing funds, performance improvements, and quarterly claim reviews
• Support revenue improvement strategies for high-margin products including air positioning and premium air upgrades, pre- and post-trip extensions, and optional add-ons
• Recommend cross-sell and upsell opportunities throughout the traveler lifecycle

Call Center Sales Supervisor

Web Analyst

Director, Traveler Protection & Ancillary Products