Travel Call Centre Manager

A Fantastic new Management position within a fantastic travel company has become available!! If you have Tour Operator, Management experience this could be an exciting move for you!!
My client is a leading tour operator based in the Birmingham area. They are looking for a call Centre manager to manage a busy team and office.

Outline of Role:
To be responsible for the daily running and management of the call centre. Plan and implement call centre strategies and operations; improving systems processes and sales. Ensuring that monthly revenue, commission and land targets are met. Ensure service levels are maintained and all calls are answered and dealt with quickly. Coordinate and motivate teams within the call centre.

Personal Requirements:
Proven experience as call centre manager or similar position
Excellent service delivery and customer service skills
Knowledge of performance evaluation and customer service metrics
Solid understanding of reporting and operational procedures
Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
Proficient in MS Office and call centre equipment/software programs
Outstanding communication and interpersonal skills
Excellent organisational and leadership skills with a problem-solving ability
Positive and patient
Excellent Verbal Communication Skills
Process Improvement
Be able to manage time effectively
Be able to manage and motivate a team
Strong product knowledge and business awareness
Be able to manage conflict
The ability to work under pressure
Leadership skills and the ability to motivate and develop staff
A desire to help others work towards targets and develop their skills
The ability to set, meet and exceed targets
A focused and self-motivated approach to work
The ability to manage change.

Main Duties:
Performance Management/Coaching & Development
Drive sales for the call centre by cascading motivational techniques to the departmental managers to deliver to the reservations team.
Promote and drive the sales to support JTA marketing campaigns, airlines of the month, cruise lines of the month, preferred airlines and key suppliers.
Coach & develop the call centre management team to ensure best practice in sales management and performance, to include all products and up selling opportunities.
Monitor staff performance and working with low performers to increase sales & commission.
Prepare and conduct annual appraisals & monthly 121 reviews.
Conduct calls to agents to monitor quality of service delivery. Establish and resolve any quality issues.
Monitoring and listening to calls to improve quality, minimise errors and improve performance, customer service and efficiency of all areas of responsibility
Training
Evaluate training and development needs for the reservations team and managers through monitoring and listening to calls to improve quality, minimise errors and improve performance, customer service and efficiency of all areas of responsibility.
Liase with the Operations Manager to arrange with airlines & suppliers any training required and ensuring the sales team have up to date knowledge on all in house products, preferred airlines and systems.
Through own self development and training maintain up to date knowledge of products and Industry developments

Operational Management:
Monitor and delegate email sales enquires to ensure completion within company SLA's.
Analyse and report on all call centre departments daily call stats.
Prepare call centre performance reports by collecting, analysing and summarising data and trends.
Conduct daily team brief with the call centre management team to include targets, focus for the day, operational updates, system developments.
Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis.
Maintains and improves call centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
Accomplishes call centre resource objectives by assisting HR with recruitment, training, coaching and development; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures.
Assist HR with ER issues to include conducting thorough investigations and providing relevant documentation.
Advise on and handle complex customer service problems to ensure a satisfactory conclusion and that service levels are maintained.
Ensuring that company polices outlined in the Company Handbook and Operational Procedures Manual are enforced and adhered to.
Prepare monthly sales target by department and individual to ensure that the overall call centre revenue, passenger, profit targets are met and exceeded.
Organise and chair the weekly reservations meeting and ensure that staff are fully updated on any new developments
Plan departmental resource to ensure maximum and sufficient cover for all departments particularly through peak trading

Salary: competitive salary and Negotiable. Fantastic benefits and a company pension.

Interested?
Please call Marie on 0121 450 9776 or email your CV to marie@traveltraderecruitment.co.uk
You can also apply via the link below.