Travel Sales Call Center Manager

About the position 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 . This opportunity is remote within Arizona. 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 WORKING ENVIRONMENT / MINIMUM PHYSICAL REQUIREMENTS This role is primarily office‑ or remote‑based within a call center environment and requires extensive computer and phone use. Physical requirements include sitting, standing, bending, and occasional lifting of up to 15 pounds. Extended or flexible work hours may be required based on business needs. - Welcome to AAA Mountain West Group (MWG), serving Northern California, Nevada, Utah, Arizona, Alaska, Wyoming, and Montana. We believe our team should make their mark: over every mile and at every moment, we pride ourselves at helping our Members outsmart life’s obstacles. We are a not-for-profit, membership-based organization that has served our Members for over a century: from our legendary roadside assistance and award-winning insurance products to free travel planning and new innovations.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Requirements

• 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
• 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

Nice-to-haves

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

Benefits

• 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

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