Travel Contact Centre Operations Manager

Location
Dublin
Salary
Highly competitive DOE plus excellent industry benefits
Posted
06 Feb 2018
Closes
06 Mar 2018
Hours
Full Time
Contract Type
Permanent

We have a fantastic opportunity for an experienced Operations Manager to join a global Business Travel organisation, based at their brand new contact centre in Dublin. The successful candidate will be responsible for coaching and supervising a group of Team Leaders, whilst ensuring Client Service Level Agreement and financial expectations are achieved. Significant experience managing a 100-plus seat call centre operation is essential for this role, along with experience managing a campaign within the travel sector and exposure to GDS platforms. In return, our client can offer a highly competitive basic salary DOE plus excellent industry benefits. Please contact us today for a confidential chat about the role or apply online. 

Role of Travel Contact Centre Operations Manager:

  • Analyse and maintain all Client Service Level Agreements; implement improvement plans as needed
  • Maximize revenue generation to reach long and short term financial projects
  • Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organisation’s policies and applicable legal requirements
  • Manage and review operational reports
  • Create and maximize relationships with client partners
  • Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
  • Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
  • Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner   

Skills required for the role:

  • Significant experience managing a 100-plus seat call centre operation
  • Experience managing a campaign within the travel industry sector
  • Exposure to GDS platforms
  • Ability to coach and develop action plans, which maximise performance and provide effective feedback
  • Ability to analyse and improve work processes
  • Work well under pressure and follow through on items to completion while maintaining professional demeanor
  • Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
  • Demonstrated ability to organise and prioritise projects in a fast-paced and deadline-oriented business environment
  • Demonstrated ability to mentor, coach and provide direction to a team of employees
  • Willingness to work a flexible schedule

If you’re interested in learning more about this Travel Contact Centre Operations Manager role, please contact Succeed Recruitment Solutions for a confidential chat or apply online.

Not for you? Then please visit our website to view the other exciting roles we have available; www.succeed-recruitment.com

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