Call Centre Manager
- Employer
- JTA Holidays
- Location
- Birmingham, West Midlands - JTA Travel
- Salary
- Upto £35k depending on experience
- Closing date
- 29 Jun 2023
View more
- Sector
- Tour Operator
- Hours
- Full Time
- Contract Type
- Permanent
- Job function
- Management
Job Details
Main Duties:
Performance Management/Coaching & Development
Drive sales for the call centre by cascading motivational techniques to the departmental managers to deliver to the sales team.
Promote and drive the sales to support JTA marketing campaigns.
Coach & develop the call centre team to ensure best practice in sales management and performance.
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
Liase with the product team 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:
Analyse and report on all call centre departments daily call stats.
Prepare call centre performance reports by collecting, analysing and summarising data and trends.
Determines 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.
Ensuring that company polices outlined in the Company Handbook and Operational Procedures Manual are enforced and adhered to.
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.
Company
JTA Travel Group was established in 1972 in the West Midlands, and is one of the leading Tour operators and travel providers in the UK. We pride ourselves on the reliability, knowledge and innovation we offer our Agents.
As partners of the world’s leading airlines, hoteliers and cruise lines we can offer competitive prices across all of our holidays and cruises. Our highly skilled and knowledgeable Reservations teams and Cruise experts offer first hand knowledge and advice to every enquiry.
Our fully bookable website, www.jtatravel.co.uk uses leading technology and make booking holidays as easy as possible.
- Website
- http://www.jtatravel.co.uk/
- Telephone
- 01215085555
- Location
-
2210 The Crescent, Birmingham Business Park
Solihull
West Midlands
B377YE
GB
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