Manager, Travel Sales Call Center

Why Work For Us?

• Great Pay - opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position
• 401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period
• Benefits – Medical, Dental, Vision, wellness program and more!
• Paid Holidays
• Paid Time Off – Team Members accrue paid time off monthly. Depending on position, an additional 24 hours per year are earmarked for volunteer activities.
• Collaborative Environment – AAA will value your contribution to providing exceptional service to our members
• Free AAA Classic Membership
• AAA Product Discounts
• Tuition Reimbursement Program
  
  

At AAA, our Team Members strive to deliver amazing service and help our Members outsmart life’s roadblocks. We believe everything you do outside of work adds to who you are at work.

This position is a remote role, candidates must reside in Arizona OR Utah.

The Manager, Travel Sales Call Center is responsible for leading the call center travel sales operation to drive sales production and revenue growth. This role oversees the performance of virtual Travel Advisors, establishes and manages sales goals, ensures appropriate staffing levels, and delivers a consistent, high quality member experience. The manager partners with leadership to execute sales strategies and incentive programs while ensuring operational excellence, compliance, and team engagement.

Responsibilities / Job Duties

• Sales and Revenue Leadership
• Drive sales production and revenue results through effective call center leadership, coaching, and execution.
• Establish sales goals aligned with business priorities and hold advisors accountable for performance.
• Execute incentive programs and virtual sales initiatives, including virtual sales events and group travel opportunities, to drive incremental sales and revenue growth for the call center team.
• Analyze sales performance, productivity, and trends to identify opportunities, address gaps, and improve results.
• Promote cross‑sell and upsell of travel products and AAA offerings, including preferred vendors and travel insurance.
• Partner with internal teams to support advisor use of social media and digital channels, helping drive engagement, lead generation, and incremental sales opportunities in alignment with Club guidelines.
  
  

• Call Center Team Leadership
• Coach and develop virtual advisors to improve conversion, productivity, and consistent sales behaviors.
• Conduct performance evaluations, implement action plans, and manage performance with consistency and urgency.
• Forecast staffing needs and maintain a talent pipeline through recruiting, hiring, onboarding, and training.
• Establish appropriate staffing coverage and schedules to meet service levels and sales demand.
• Foster a positive, results‑driven culture focused on accountability, engagement, and professional growth.
  
  

• Operations, Compliance, and Process Improvement
• Ensure compliance with AAA policies, procedures, disclosures, and vendor requirements.
• Reduce agent errors and improve customer satisfaction through quality standards, monitoring, and follow‑up.
• Identify and implement process improvements related to booking workflows, automation, reporting, and call center tools.
• Maintain accurate documentation and collaborate with internal partners to resolve operational or billing issues.
  
  

• Member Experience and Escalation Management
• Resolve member escalations fairly and within established service guidelines.
• Ensure advisors deliver a consistent, professional, and member‑focused experience across all interactions.
• Communicate industry updates, Club changes, and vendor requirements to the team in a timely manner.
  

Knowledge And Skills

• Demonstrated call center sales leadership with strong consultative coaching skills
• Ability to drive sales production and revenue performance through virtual team management
• Strong analytical, problem‑solving, and data‑driven decision‑making skills
• Effective written and verbal communication skills
• Proficiency with travel booking systems, CRM platforms, sales dashboards, and call center reporting tools
• Strong customer issue resolution and escalation management capabilities
• Proficiency with Microsoft Office or Google Workspace applications
  
  

EDUCATION, COMPETENCIES, CERTIFICATIONS/LICENSES

• Minimum Qualifications:
• Bachelor’s degree plus five or more years of travel sales or service experience, including two to three years of call center supervisory or management experience
• OR High school diploma plus seven to nine years of travel sales or service experience, including two to three years of call center supervisory or management experience
  
  

• Preferred Qualifications:
• Experience leading remote or virtual sales teams
• In‑depth knowledge of AAA products, systems, and preferred vendor programs
• Bi‑lingual communication skills
  

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