Travel Call Centre Manager

Travel Call Centre Manager
£23k + Bonuses OTE £32k +

My client a leading long haul tour operator is seeking an experienced Travel Call Centre Manager

The overall purpose of this demanding, fast paced and exciting Managerial role is to deliver a “World Class” Travel Sales Call Centre to a broad and diverse portfolio of clients.

Overall responsibility for driving the business to maximise revenue opportunities and deliver the agreed profit targets through the control and management of the profit and loss account. This role requires a hands-on approach and a “lead from the front” attitude.
They are looking for a dynamic individual with Travel Industry experience who has the ability to create dynamic and high-performing teams through selection, motivation and development
Travel Call centre Manager Responsibilities:
Manage the department strategy to maximise revenue from a strong sales and customer service focus
Deliver the agreed levels of service and quality at all times nsuring Company targets and goals are achieved.

Consistently manage, deliver, monitor and improve KPI’s within budget

Adapt plans to account for changed circumstances; taking corrective action where necessary.

Direct and manage area of control and responsibility within agreed operational & financial budgets. Actively reduce cost base to a minimum operational level to maximise revenue opportunities.

Lead the Team in a dynamic and inspirational manner.

Implement, co-ordinate, manage and plan all call activity and available resource for the provision of the call flows working with Business and Human Resources to ensure the centre is resourced to correct capacity in line with forecasted volumes.
Operate strategically, with a ‘ thinking outside of the box’ approach
Drive sales performance through the creation, management and review of the Sales Incentive Plans within the centre
Review the existing internal and external business processes offering innovative solutions for improvements where necessary
Inform and consult with line manager regarding any deviations from forecasted revenue and potential shortfalls at the earliest opportunity
* Interpret and communicate contact centre Sales information to the sales team
Ensure that all department progress reports and MI reports are delivered timely, highlighting successes and areas of concern with a proposed course of action.
Deliver financial targets for the department by assuming full accountability for revenue generation, ensuring the optimum levels of resource in line with forecasted volumes.
Pre-empt any caveats and barriers to success by on-going analysis of operations, taking appropriate action to resolve
Lead, develop and motivate direct reports and their staff by proactively identifying and delegating development opportunities to encourage succession planning
Lead, develop, train, assess, and manage all direct reports to meet operational requirements
Travel Call Centre Manager remuneration package:

Basic salary to £23,000

Bonus scheme, OTE £32000+

Incentives

Travel Call Centre Manager Skills & Experience

You MUST have recent experience of managing a team in travel sales,

Call centre experience

Computer literate with experience of using Viewdata, TravelCat and Microsoft Office programmes is preferred

Organisational skills

Confident in decision making

Excellent interpersonal skills and problem solving ability

Ability to motivate and monitor performance

For a fully confidential discussion on this Call Centre Manager job, please contact Tony on 020 7923 6428.

PLEASE NOTE! It is unlawful to employ a person in a UK based job who does not have permission to live and work in the UK. You should make yourself aware of how immigration laws apply to your situation before applying for any jobs.