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Travel Call Centre Manager

Succeed Recruitment Solutions
Up to £30,000 plus bonus & excellent benefits
Closing date
5 Jun 2022

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Tour Operator
Full Time
Contract Type
Job function
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Job Details

Are you an experienced Call/Contact Centre Manager with a solid track record within the Travel sector? Are you looking for a new and challenging role with a leading Tour Operator?  If so, we have a fantastic opportunity for you to join our Birmingham based client and be responsible for the daily running and management of their busy call centre. If you have proven leadership skills and the ability to motivate and develop staff, we'd love to hear from you!

The successful candidate will plan and implement call centre strategies and operations; improving systems processes and sales. They'll ensure that monthly revenue, commission and land targets are met, whilst ensuring service levels are maintained and all calls are answered and dealt with quickly.  In return, our client can offer a generous salary of up to £30k, plus bonus and excellent travel industry benefits, so if this role is of interest to you, please call today for a confidential chat, or apply online.

Please note - this is a full-time, office-based position Monday – Friday 9am – 6pm, to include some Saturdays 9am – 5pm.

Role of Travel Call Centre Manager:

  • 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 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.
  • Prepare and conduct annual appraisals & monthly 121 reviews.
  • 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.
  • Prepare call centre performance reports by collecting, analysing and summarising data and trends.
  • Determine call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis.
  • Advise on and handle complex customer service problems to ensure a satisfactory conclusion and that service levels are maintained.

Skills required for the role:

  • 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
  • Leadership skills and the ability to motivate and develop staff

If you’re interested in learning more about this Travel Call Centre Manager role, please contact Succeed Recruitment Solutions or press the apply online button now!

Not for you? Then please visit our website to view the other exciting roles we have available;

Succeed Recruitment Solutions – for the best Travel jobs, Multilingual jobs and Contact Centre jobs.


Succeed Recruitment Solutions is a specialist recruitment consultancy dealing with roles across the travel sector, including Airline, Business Travel, Cruise, Conference & Events, Contact Centre, Hotel/Hospitality, Homeworking, Leisure Travel, Multilingual, Retail Travel, Tour Operations & Travel Technology.

We partner with some of UK’s leading organisations, recruiting from entry level right up to senior management positions. Whether you’re a candidate looking for an exciting career opportunity or a client looking to fill an urgent vacancy, we’re with you every step of the way.

We’re renowned for the highly personal service we offer and have a singular aim for clients and candidates – success!

If you want to speak to people who will take time to understand exactly what you’re looking for and are prepared to go just that little bit further to help you achieve success - you’re in the right place! At Succeed, we place huge emphasis on finding roles which will not only match your skill set but will offer you the working environment and career potential you deserve. 

We enjoy excellent relationships with our clients and want to spend time getting to know you so that we’re able to confidently recommend you to them and them to you. By taking the time to do this, we can be sure the fit will be a good one. We also understand how important feedback is to our candidates and will always provide this following an interview or assessment day – we know only too well that there’s nothing worse than being left in the dark after all your hard work and preparation! 

To find out more about how we can help, or to view our current vacancies, please visit our website; or call us on 0161 408 0357 / 0358 for a confidential chat. We look forward to hearing from you!

Find Us
0161 408 0357 / 0358
Peter House, Oxford St
Greater Manchester
M1 5AN
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