At thinkIN, we are the leading technology and commercial intelligence partner for the general hospitality sector. As part of HBX Group, our mission is to maximize hotel profitability and accelerate direct sales through cutting-edge technology, strategic advisory, and high-performance contact centre solutions.

We are looking for a highly driven, analytical, and commercially focused Sales Contact Centre Team Leader to lead, coach, and scale our high-performing sales team across the world.

As a Sales Team Leader, you will hold full operational and tactical responsibility for driving sales conversion, ensuring strict Service Level Agreement (SLA) compliance, and achieving both regional Net and Gross sales targets.

You will balance real-time workforce management with structured commercial coaching, turning front-line agents into high-converting sales professionals while delivering service excellence to our international hotel partners.

* Key Responsibilities & KPI Focus

- Commercial Performance & Revenue Targets: Lead and coach front-line agents to execute aggressive cross-selling, upselling, and closing strategies to consistently hit monthly regional Net and Gross sales quotas.
- KPI Analytics & Performance Tracking: Monitor, extract, and analyse key contact centre metrics (Conversion Rates, Average Order Value [AOV], Call-to-Sale ratios, and abandonment rates) to identify operational gaps and execute targeted action plans.
- Real-Time Shift & Queue Supervision: Oversee agent connectivity, schedule adherence, break/lunch rotations, and real-time queue distribution (inbound/outbound traffic)



to optimize shift capacity and safeguard operational SLAs.
- Coaching & Talent Development: Plan and conduct weekly/monthly structured 1:1 performance evaluations, deliver actionable feedback, implement corrective action plans, and lead continuous training on hotel products and booking processes.
- Quality Assurance & Active Monitoring: Perform live call listens, conduct regular quality audits, and oversee the live agent support channel to ensure strict adherence to hotel brand protocols and sales scripts.
- Escalations & Partner Management: Supervise the shared inbox and act as a senior escalation point for complex reservation matches, high-tier hotel chain inquiries, customer service incidents, and off-hours critical incidents.

* Essential Requirements (Must-Have)

- Proven Leadership Experience: Minimum 2–3 years in high-volume contact centre environments, with at least 1 year of direct experience in a supervisory, team leader, or sales coaching role.
- Sales Focus: Demonstrated track record of leading inbound/outbound phone sales teams, driving conversion rates, and hitting revenue targets.
- Industry Background: Prior experience in hotel reservations, travel, tourism,



or hospitality sales operations is strongly preferred.
- Language Proficiency: Native or Fluent Spanish (C1/C2) AND Advanced/Fluent English (C1/C2) is essential for handling international hotel chain interactions and customer escalations.
- Technical Aptitude:
- Advanced proficiency in enterprise CRM systems, ticketing platforms, and back-office shared inbox management.
- Hands-on experience with hotel booking engines and telephony/call auditing software.
- Advanced command of Google Workspace (Sheets, Docs, Gmail) and MS Excel for operational performance analysis.

* Preferred Competencies

- Strong analytical mindset with the ability to interpret raw queue data into real-time decision-making.
- High diplomatic capacity to resolve high-stakes partner/hotel escalations under pressure.
- Proactive attitude with an appetite for continuous improvement and talent development.

What We Offer

- Stability: Full-time position with a stable, indefinite contract.
- Growth: Career development opportunities within thinkIN and the broader global HBX Group ecosystem.
- Environment: A dynamic, international, tech-enabled, and goal-oriented workplace culture.
- Continuous Learning: Comprehensive ongoing training on hospitality technology, revenue strategies, and leadership tools.
- Variables and comissions.

Are you ready to elevate contact centre sales performance to the next level? Apply today and join thinkIN | HBX Group!

Sueldo: 19.000,00€-25.000,00€ al año

Ubicación del trabajo: Empleo presencial

📌 SALES TEAM LEADER (España)
🏢 Thinkin Global Service
📍 España