Travel Contact Centre Operations Manager

Highly competitive DOE plus excellent industry benefits
06 Feb 2018
06 Mar 2018
Full Time
Contract Type

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.

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