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Discova is looking for a detail-oriented and results-driven Tailor-Made Controller Leader to join our dynamic commercial team. As a key member of our organization, you will be pivotal in optimizing sales operations and ensuring we consistently meet our revenue targets. Your responsibilities will include lead qualification, case assignment, staffing and skilling, performance analysis, and setting up strategies to increase conversion rates aligned with the company’s service level agreements. (SLA’s).
Key Responsibilities
- Review and qualify incoming leads based on pre-set criteria.
- Collaborate with the sales team to ensure timely and accurate processing of qualified leads.
- Assign qualified leads and cases to appropriate sales agents in alignment on priorities and objectives.
- Monitor case assignments to ensure agents are following up effectively and adhering to the company’s SLAs.
- Handle daily staffing tasks to ensure appropriate coverage.
- Assist in scheduling agents based on demand, skill sets, and availability.
- Assess agent skills and qualifications to facilitate relevant case assignments and training opportunities.
- Develop and implement processes to improve SLA adherence and address delays.
- Notify management and the sales team of risks related to SLA compliance and provide solutions.
- Serve as the point of contact for Account Managers and Business Development Managers regarding case assignments, workloads, and SLA statuses.
- Keep the Commercial Team informed of lead statuses and changes in assignment priorities.
- Facilitate communication between the Tailor-Made Sales Team, Sales Management, and Discova’s Executive Team.
- Provide immediate support or resolutions when needed.
- Document escalation outcomes and share insights with the team to identify recurring challenges.
- Maintain accurate records of leads, cases, and staffing assignments in Salesforce.
- Generate regular reports on lead qualification outcomes, case assignments, SLA adherence, and sales performance.
- Provide feedback to management on trends and potential improvements.
- Participate in team meetings to discuss lead qualification strategies, case assignments, compliance analysis, and staffing needs.
- Lead training sessions for agents on processes, tools, and best practices.
About You
The Essentials
- A bachelor’s degree in business administration, Communications, or related field.
- A minimum of 2 years of experience in a support or administrative role, preferably in a sales or customer service environment.
- Strong organizational and multitasking abilities.
- Strong verbal and written English skills, with experience collaborating with diverse teams. Other languages are seen as an asset
- Excellent analytical skills with attention to detail.
- Proficiency in CRM software like Salesforce and Microsoft Office Suite.
- Strong verbal and written communication skills.
- Problem-solving mentality.
- Ability to work independently and collaboratively.
- Flexibility to work on shifting schedules, including mid-shift, nightshift, weekends, and public holidays.
The attributes
- Deep understanding of the customer journey.
- Committed to delivering exceptional customer service and meeting high standards.
- Meticulous and precise in work, with a strong focus on accuracy and quality.
- Effective at prioritizing tasks, managing deadlines, and working efficiently under pressure.
- Flexible and open to change, capable of juggling multiple tasks and working outside of regular office hours when necessary.
- Demonstrated ability to contribute to team success and achieve business goals.
- A solution-oriented approach to challenges and obstacles.
- Capable of working independently and collaboratively, supporting team members to achieve shared objectives.
- Hands-on leadership style with a commitment to mentoring and guiding team members.
- Willingness to travel for business as needed.
- Personal alignment with Discova's mission and values.
About Discova
As a leading regional destination management company operating in numerous destinations across South, East, and Southeast Asia, joining the Discova team means being in your element.
Discova holds responsible travel at its core, working responsibly with customers, host communities and local business partners to offer the best value, highly rated experiences with customer satisfaction as a hallmark of their service. As a company, we provide thrilling global career advancement opportunities, a wonderful and supportive team culture, distinctive leave benefits, and social events that stand out in the industry.
Discova’s people are homegrown—95% are locals, blending local know-how with an understanding of what makes a Discova trip to their home country special.
To be part of the Discova family is to be in your element, and being in your element means being the best you can be in any situation, doing what you love, whatever your role, being valued for who you are and what you do, continuing to grow as the world changes, and joining a family that creates a world of possibilities.
To learn more about Discova click: https://www.discova.com/
Work Perks!
What's in it for you: We are renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset. The passion and dedication of our teams keep the company on top of the industry ladder. That's also why we offer some great employee benefits and perks outside of the norm.
Have fun: At the heart of everything we do at Discova is a desire to have fun. Reward and Recognition: Celebrate your and others' success at our regular Buzz Nights and the annual Global Gathering—you'll have to experience it to believe it!
Use your smarts: Our people always use their quick thinking, expertise, and tenacity to figure things out.
Love for travel: We were founded by people who wanted to travel and wanted others to do the same. That passion is evident in our people and service. From travel discounts to inspection trips, travel invigorates, and this transcends into our culture.
Be appreciated: Our benefits go beyond the industry standards as we truly value those seeking growth with Discova for an extended period. Working holidays, extended leave and work anniversary benefits are all part of the Discova philosophy.
Personal connections: We are a big business founded on personal relationships. "We work globally, live locally" is one of our credos that really makes a difference in our world of travel possibilities.
A career, not a job: We offer genuine opportunities for people to grow and evolve. We back our people all the way, regardless of the results. We are firmly committed to supporting every employee's professional and personal development.
Giving Back: As one of the very few, we are proud to provide corporate social responsibility programmes across all our departments. These programmes support nominated charities through workplace giving, promote volunteering, and support fundraising initiatives through our employee giving and office environmental Programmes. All our employees can even enjoy one volunteer day per calendar year. We thank all candidates for their interest; however, only those selected to continue the process will be contacted.
Exclusivity Notice: We are not currently engaging with external recruitment agencies for this specified position. Any applications received through a recruitment agency will be considered under the sole ownership of Discova. Should the situation change, we will communicate any updates accordingly
