At ab in den urlaub , we bring sunshine into people’s lives. As a leading vacation platform in Germany, Austria, and Switzerland, we make holidays truly relaxing from the very beginning: reliable, surprising, and full of inspiration. Our headquarters are located in the heart of Leipzig. Here, you’ll find modern offices in the city center, flexible working options, and a diverse, open-minded team where your ideas can grow and have an impact. With innovative concepts and genuine passion, we at ab in den urlaub are driving the future of travel forward – together as a team. Do you want to break new ground with us and make travel dreams come true? We look forward to receiving your application!

As an Outbound Performance & Coaching Manager (m/f/d) , you will take on a key role within one of our most important outbound projects. In this context, we proactively engage with customers who have already started a booking but have not yet completed it and have consented to being contacted.

Your tasks

You will further develop our customer approach, strengthen our teams in customer interactions, and ensure that potential is translated into measurable performance. By combining coaching, communication development and KPI management, you will make a significant contribution to both customer satisfaction and overall business success.

Coaching & Team Development

• Conducting call analyses as well as structured feedback and development sessions
• Coaching in areas such as conversational skills, value-based selling and objection handling
• Designing and delivering training formats
• Ensuring consistently high standards of call and advisory quality

Process & Communication Development

• Further developing call guidelines and communication strategies
• Optimising customer engagement across the entire interaction journey
• Analysing customer feedback and call flows to drive continuous improvement
• Collaborating closely with project stakeholders, operations and cross-functional teams

Performance Management

• Analysing relevant KPIs (e.g. conversion rate, revenue/TTV, cancellation rate, upselling)
• Deriving and implementing targeted measures to improve performance
• Aligning closely with team leads and project stakeholders

Quality & Compliance

• Ensuring compliance with GDPR requirements and proper consent handling (e.g. call recordings)
• Safeguarding adherence to guidelines and operational procedures
• Identifying and implementing measures to enhance quality

Reporting & Continuous Improvement

• Providing regular reporting to the Head of Customer Care Sales
• Actively contributing to the ongoing development of the project and the wider function

Your profile

What you bring to the role:

• Experience in outbound sales (opt-in), ideally in telephone-based sales
• A strong understanding of conversational techniques, sales logic and customer value
• Experience in coaching, training or developing sales employees
• Confidence in working with KPIs and performance metrics
• A structured, analytical and at the same time communicative way of working
• Very good German skills (min. C1) and good English skills (min. B2)

Nice to have:

• Experience in project work or process optimisation
• Background in a service, customer care or travel-related environment
• Experience with CRM and ACD systems (e.g. Dynamics 365 Omnichannel)

Your trip to us

Simply Apply via our careers page and send us your CV, your availability and your salary expectations.

For reasons of sustainability and to ensure a fully digital, data protection-compliant process, we only consider online applications.We actively promote diversity and welcome applications from all individuals, regardless of gender, background, sexual orientation, age, religion or disability.

As part of the application process, we are obliged as a company to view and check your work permit, your ID card or your passport to ensure that you are entitled to work for us. Please make sure that you can provide the required documents if needed.

If you have any questions about this position and your application, you can reach us at jobs@invia.de .

*ab in den urlaub is a brand of Invia Travel Germany GmbH