HOT TRAVEL PROFESSIONALS RICHARD is an experienced Call Centre Manger/Sales & Operations Manager. He has over 9 years management experienced gained with a leading tour operator. He is responsible for a total of 45 members of staff. Richard resides in Essex and is seeking a new similar challenging role based in the Essex/North East London area. His role involves: ·          Managing conversion; call to booking ratios ·          Increasing revenue ·          Initiating new incentive schemes and motivational tools ·          Monitoring agent revenues ·          Ongoing training ·          All operational duties ·          Implementing new systems and procedures ·          Hiring competent sales people ·          Taking general initiative on increasing sales and direction ·          KPI setting and monitoring Some of his achievements include: ·          Conversion rates increased by 17% ·          LCR decreased by 13% ·          Turnover increased from £20 Million to £35 Million ·          Direct passenger sales increased by over 12,000 ·          Passenger sales up 31% ·          Major improvements for inter-departmental communication between sales/yield/customer services/accounts/commercial/overseas ·          Staff turnover reduced by 40% ·          Implementation of quality control procedures Salary expectation: £38K basic+ Bonuses and Benefits Location: Essex/North East London area Contact Tony on 020 7923 6428 – email tony@newfrontiers.co.uk

YVETTE is an experienced Sales and Customer Operations Manager. She has over 8 years management experience gained with a globally renowned travel company reporting directly into the MD. She has responsible for a 100 seat call centre and multiple teams including reservations, customer services, operations and training.  Yvette resides in Sussex and is seeking a new similar challenging role based in the Surrey/Sussex and London areas. Her role involves: ·          Provided senior management with regular KPI performance figures for the departments ·          Recruited the additional FTE's to support the growth of the company operation ·          Actively involved in the design and role out of any in-house training programmes for the call centre ·          Managed, lead, motivated and developed a successful sales and service team by fostering a culture of proactive communication that maximised the operational effectiveness of the call centre ·          Dealt with all disciplinary and grievance issues in line with the company's best practice and code of conduct ·          Personally built strong relationships with internal & external customers ·          Managed the call centre budget ·          Recruited, trained and coached customer service agents to deliver optimum results ·          Ensured that all employees participated in the company's performance development programme ·          Created a positive environment that stimulated a 'can do' approach towards work, whilst recognising the full potential of the individual Some of her achievements include: ·          Successfully project managed the close down and relocation of a 75 seater call centre ·          Successfully introduced new products into the product portfolio for the call centre ·          Project lead call centre requirements, assisted with the design and implementation of a new company wide electronic sales system ·          Introduced new delivery networks inline with the customer requirements and products ·          Turned around a poor performing customer service operation reducing the abandoned call rates from 32% to a consistent 5% ·          SLA increased from 60% to a consistent 85% ·          Increased the sales conversion rate from under 12% to a consistent +25% by introducing a performance related incentive programme Salary expectation: £40K basic+ Bonuses and Benefits Location: Surrey/Sussex and London areas Contact Tony on 020 7923 6428 – email tony@newfrontiers.co.uk

TOM is an experienced Commercial Manager/Head of Contact Centre. He has over 5 years management experience gained with a leading tour operator. He is responsible for managing teams of up to 50 people. Tom resides in North London and is seeking a new similar challenging role based in the London, Essex and Herts areas His role involves:          Setting and meeting performance targets for speed, efficiency, sales and quality ·          Managing the daily running of the call centre ·          Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues ·          Monitoring random calls to improve quality, minimise errors and track operative performance ·          Planning and developing staff recruitment, including wording vacancy advertisements and liaising with HR staff  ·          Reviewing the performance of staff, identifying staff training needs and planning training sessions ·          Recording statistics, user rates and the performance levels of the centre, and preparing reports  ·          Handling the most complex customer complaints or enquiries  ·          Organising staffing, including shift patterns and the number of staff required to meet demand  ·          Coaching, motivating and retaining staff and co-ordinating bonus, reward and incentive schemes ·          Forecasting and analysing data against budget figures on a weekly and/or monthly basis ·          Developing, implementing and reviewing core responsibilities and tasks Some of his achievements include: ·          Increasing revenue by 15% year on year ·          Increased conversation rate by 12% year on year ·          Increased staff retention by implementing a staff loyalty program ·          Developed relationships with trade partners to increase revenue steams ·          Improved communication between departments within the call centre Salary expectation: £30K basic+ Bonuses and Benefits Location: London, Essex and Herts areas Contact Tony on 020 7923 6428 – email tony@newfrontiers.co.uk