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Travel, Call Centre and Multilingual Recruitment Specialists in the UK

Contact Centre Manager - Birmingham

Reference: SR/0517
Contract length: Permanent
Working hours: Full time
Additional benefits: Highly competitive salary plus bonus excellent benefits
Keywords: call centre manager, contact centre manager, travel manager
Introduction: We're looking for an experienced Contact Centre Manager with a solid track record within the Travel sector for new role with a leading Tour Operator. This is a fantastic opportunity for you to join our Birmingham based client and be responsible for the daily running and management of their busy travel contact centre.
Meta Title: Contact Centre Manager Birmingham
Meta Description: We're looking for an experienced Contact Centre Manager with a solid track record within the Travel sector for new role with a leading Tour Operator.
Description:

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 highly competitive salary, 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 Contact Centre Manager:

  • Drive sales for the contact 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 contact centre management team to ensure best practice in sales management and performance.
  • Prepare and conduct annual appraisals & monthly 121 reviews.
  • Evaluate training and development needs for the reservations team and managers through monitoring of calls.
  • Prepare contact centre performance reports by collecting, analysing and summarising data and trends.
  • Determine contact 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 contact centre manager or similar position, ideally within the travel sector

  • 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.)
  • 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 Contact Centre Manager role, please contact us for a confidential chat or press the apply online button now!


Sector: Contact Centre,Leisure Travel
Locations: West Midlands,Birmingham
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Re-located out of London. Rachel you are a star. Amazing help, thank you so much! Made my move and finding work so stress free.

Mark C

Rachel at Succeed has been an absolute pleasure to work with. She has kept me updated at all times and also sent me hints and tips for my interview.
After the interview Rachel contacted me to get my feedback and then rang me to let me know I had been successful. I had another call to check everything was proceeding and if I had any issues to let her know. I would highly recommend Rachel and Succeed to anyone looking for employment.

Paul B

Excellent service and communication throughout. Rachel's attention to detail is second to none! I wouldn't hesitate to recommend Succeed to anyone who needs a professional recruitment service.

Lisa M

Finally! An agency that actually wants to find you the right role for you, rather than just "shoehorn" you into a position in order to meet their own targets. Rachel was incredibly supportive throughout the recruitment process and gave me really good (and more importantly - impartial) advice, which really helped me during what can be a very stressful time. This is the second time I've used her services with great success and would certainly recommend her and Succeed to those looking for a new position within the Travel sector.

Caroline B

I can't thank Rachel enough for her hard work and dedication to helping me secure my position with a new company. Her professionalism is wonderful and she made me feel totally at ease with the whole recruitment process. From the little updates, to the check ins, Rachel really did her utmost to help.

Laura C

Rachel has been so helpful and professional since the moment I first spoke to her. Has been following up with me since I accepted the role offered and was a credit to Succeed. Thanks for all your help and highly recommended.

Kathryn G

A massive big thanks to you and Rachel for all your help and assistance Jo - you have been so supportive, patient and understanding – something that I really appreciate and a pleasure to work alongside.

A very merry Christmas to you and your family and here’s to lots more budding candidates!

Pat H

I loved working with Rachel and the girls at Succeed! Thank you so much for your hard work and perseverance in finding me the right role. Here's to new beginnings and earning lots of commission in 2023!

Becky S

I have used several recruitment agencies and none have shown anywhere near the level of professionalism, dedication, honesty and support as I received from Rachel. From our first conversation about my application, Rachel kept in touch about the progress - even if there was no progress! She contacted me prior to both interviews, sought feedback from myself and the employer immediately and kept in touch right up to an offer being made. I feel like Rachel came on the journey with me; giving me support and guidance and a confidence boost when needed. A truly amazing service which stands out way above the rest.

Donna W

Thanks for all your help with my new role Jo, you are a star as always!

Andy T

Incredible service! Rachel not only advised me how to tweak my CV to give me the best chance of landing my dream job, and, through her guidance, I found myself ‘promoted’ before the job began! I was constantly kept in the loop throughout the process, I cannot speak highly enough of the level of communication and would recommend to anyone!

Chris K

I'm so pleased that I found a recruitment agency that really understands the meaning of customer service! I'm happy to recommend Succeed and will certainly contact you again, should I need your help in the future (hopefully not!)

Rebecca S

Jo was amazing throughout my entire recruitment process. The service and support was 5 stars and above. Would highly recommend anyone trying to search for their next big career. Thanks for everything Jo.

Nyssa L

Rachel was an absolute pleasure to deal with. I had an interview and secured a role within 3 days of contacting Succeed, can’t recommended them enough!

Haylee G

Dealt with Jo & Rachel who helped me find a new, more suitable position for me. They’re both friendly, professional and keen to assist in any way they can. I would definitely recommend them to anybody else searching for a new job. Thanks for everything Jo & Rachel x

Lesley K

I would like to thank Joanne Smith for her diligence and help in securing my new job. You have been an absolute star. Many thanks.

Antonia O

Rachel was amazing from start to finish on my journey to finding a new job. 1 week in now and it’s going really well :)

Emma M

My experience has been so great from the start till the end, massive thank you to Rachel!!

Haben G

Excellent service from Rachel at Succeed! They really appreciated my advanced experience and together found the perfect role in very difficult times.
I was particularly impressed with the fact that when I deemed a role unsuitable, I was supported and not pushed down a wrong path. Ethical recruitment right there!

Thanks again! 5 stars!

Ben A

Jo was the lady who recruited me. She was friendly and helpful right from the start and gave me helpful tips before the interview. I was placed in a job within a week. Would highly recommend! Thanks again!!

Sally H

Rachel was amazing at finding my perfect travel role. She was very informative, professional and caring throughout the whole process. Thanks to her I’ve landed my dream role. Thanks Rachel you are a superstar!

Stephen R

Rachel has been absolutely amazing. Really friendly and supportive. Great knowledge and kept her word, if she said she was going to call she did. It was obvious that she was just as happy and excited for me as I was! Thank you!

Katherine R

Having been made redundant from Thomas Cook, then applying for jobs was stressful enough, then I got a call from Rachel and Jo. They made me feel so relaxed and comfortable and made my employment journey so enjoyable. I can’t thank you both enough. I recommend anyone looking for employment to give these lovely ladies a call. 5* service.

Heidi C

Helped to find the right job! Highly professional and friendly team! Thank you!

Andrei K

I have recently had the pleasure of working with Rachel as one of her clients. Rachel consistently provided me with support throughout the recruitment process, as well as ensuring I was both informed and sufficiently prepared for what was to come. On the basis of her professionalism, expertise and recommendations, I am happy to say that I secured a superb role, which will hopefully be the next step in my career. I would highly recommend contacting Rachel and using her services!

Liam D

Hi Rachel, I hope you have had an excellent Easter. Thanks for your message and so very much for all your help in securing me this new role. I can't wait to get settled into it now, it seems like a long time coming but the day has finally arrived.

Simon M

What a lovely company to work with, Rachel is such a positive and helpful person and has guided my confidence in finding a job that I’m so looking forward to starting.
Would absolutely highly recommend Succeed Recruitment Solutions.

Natalie B

Excellent recruitment agency, specialising in the Travel sector. The team are knowledgable with many key contacts and highly recommended for those looking for a new role within this sector.

Elizabeth W

Rachel worked hard and efficiently to help me look for a new career when I was relocating. She was very quick with her follow up when it came to finding and setting up interviews that suited me well as well as to ensure we touched base following interviews for feedback. Her help and advice was very much appreciated and I would recommend her help to all who are seeking new employment.

Alana V

Rachel was very helpful and always phoning or emailing me with updates. Thanks to Rachel I have got back into the travel industry and am looking forward to starting my new job on Monday.

Natalie B

Hi Succeed! Just a quick line to say a big “thank you” for your help and assistance in finding me my new role. I’m really looking forward to starting new week and will let you know how I get on. Thanks once again!

Richard P

Succeed were very informative re the role and any questions directed to my contact Rachel, were answered very quickly and accurately. Good relationship between myself, Succeed and the employer. Great service. Thank you.

Anthony J

Never used an agency before and for my first time I couldn’t be more impressed! Rachel was there from start to finish and when she wasn’t for a brief period she put me in contact with Jo who as just as helpful. Both ladies were happy, chatty and made me feel at ease. Felt like I’d know them both for years not just a few days!

Absolutely fabulous, highly, highly recommended and both Rachel and Jo are a credit to the company! Thanks ladies!

Emily P

Succeed's recruitment process has been one of the most positive experiences with an agency. From my first phonecall and to date, any phone calls or emails to and from myself to Rachel has made me feel reassured and fully supported. Very personable, understanding and super supportive and helpful at every contact.
I feel there is a good working relationship between them and the companies they are hiring for and know what their clients are looking for and are able to know how to make sure you will be successful in your application, much like I was.

Louise C

Great help in my recent job search, stayed in contact, making sure everything was OK and how I got on with my interview. Thank you for your help Rachel and delighted to start my new position.

David W

Rachel has gone above and beyond to help me secure my new job. Totally recommend Succeed Recruitment. Thank you xx

Sarah P

I can't recommend Jo enough! Jo was professional and supportive throughout the full recruitment process and kept communication lines open throughout. No question was too small and she was always able to assist. I would highly recommend Jo for travel recruitment - thank you Jo!

Emma W

I just wanted to say that you did a wonderful job Jo and that I've never dealt with a Recruitment Consultant who seemed to care so much. So thank you again for everything and how you did it!

Karina M

I very highly recommend Rachel from Succeed Recruitment. Rachel's round the clock assistance has been fantastic. She has kept me regularly updated and when she was on leave handed me over to Jo who was also very good. A truly professional, supportive, informative and friendly service. Thank you especially to Rachel and also to Jo.

Gina A

I just want to say thank you to Jo for all her hard work and support in helping me find new employment. The last few weeks have been a really stressful time with work and my redundancy and now that I have found new employment I am over the moon.

Ryan W

I can’t thank Rachel enough for being so helpful and supportive during my 6 week interview journey. I’ve worked with recruiters before but she is on another level. I really felt like she cared about matching me to the right company and job role and went out of her way to support me through the process. Such a professional but personal service, I highly recommend her. Thank you so much again for your hard work and commitment to helping me. :)

Jo C

Rachel was fantastic throughout the recruitment process. Friendly, professional and most importantly - human! She listened carefully to what I wanted out of a new job, and norrowed down a few select agencies for me to interview with (rather than sending anything that vaguely matched my criteria, which a lot of agencies do.)

I ended up with some offers quickly and joined the one I was most excited about in a couple of weeks. So far it's been fatastic, and exactly what I was looking for.

I'd recommend Rachel / Succeed to anyone looking for a role within the travel industry - tell her what you're looking for and I've no doubt she'll look after you. Thanks again for all your hard work, Rachel!

Joanna K

Hello Rachel! You have no idea how excited I am indeed! Thank you so very much and I will keep you posted on my first steps once I have started. Once again thanks a million.

Marjorie K

From start to finish, Rachel was fantastic. Her honesty was refreshing and she kept me in the loop at all times. She managed to secure me an interview in less than a week! I would have no hesitatation in recommending her to anyone looking for a new role in the travel industry.

Jessica W

Jo was fantastic, really kind, caring and considerate and just didn't put me forward for any old job like other travel recruitment companies do. I am very happy with the company I joined to take my business onto its next stage, and thank her for her hard work getting me my new role!

Andrew F

I've just recently used Rachel for the second time in looking for work. She's fantastic. Always encourages you to reach your full potential, whilst ensuring she doesn't talk you into anything that's not right for you or the company she's recruiting for. I wish I could work with her all the time! Fantastic service and can't recommend Succeed enough, both to candidates and businesses for their services. Professional and works in the best interest of both parties. Thank you.

Elaine M

Very amazing service given to me by Rachel at Succeed Recruitment, applied on a Wednesday night, got a call for interview on the Thursday and by Friday was delighted to be told I'd gotten the job. I highly recommend not just Succeed but also Rachel.

Kathryn A

Thanks for your help Rachel. I will always recommend you as you were one of only a few people that took any interest in me and time to speak to me. I will always remember that as it meant such a lot while I was so down. I wish you all the best and thank you so much again :)

Kerry B

Super friendly and efficient service. Sourced and recommended jobs based on my skills and got me new employment in less than one week! Would highly recommend.

Chris R

I was very impressed by Rachel's professionalism during this process. I've dealt with a lot of recruitment agents recently, but I was delighted that she was proactive about getting me the job I applied for and kept me in the loop throughout the whole process. Thank you!

Cara F

Having spoken to two other recruitment agencies (both of whom wanted to send my CV for roles without disclosing the name of the company which made me feel uncomfortable), I rang Succeed Recruitment with a heavy heart, assuming they would have the same approach. It was absolutely refreshing to speak with someone who took the time to not only find out exactly what I was looking for but to go through the roles they had in detail, telling me more about the companies and making sure they were of interest to me before submitting my CV. I'm happy to say that I was offered one of the positions they put me forward for and am already looking to take the next step within the company into a managerial position. Thank you Rachel & the team for all your help and support and I will certainly recommend you to friends and colleagues looking for a new position in the travel sector.

Brian M

Just wanted to thank Jo Smith for assisting me through the process of finding my current role. From the start, Jo was helpful, professional and always available when needed. The support through the process didn't go unnoticed, calls before and after interviews and also progress calls following my training. Would highly recommend Jo to anyone looking into travel recruitment.

Louise M

I have been working with Jo recently in a client format and would highly recommend her if you're looking for a Travel recruitment consultant to support you. Jo takes the time to understand your business, the needs, the ideal candidate specification (but knows what's essential and what is an added bonus) and the candidates submitted will fit the bill. Highly recommend and look forward to a continued long relationship.

Ivrie C

Personal, thoughtful and concerned in my interests. Refreshing to be asked what is really important to me and asking open and honest questions. Without these I would have continued in a role that isn't what I really want at this time. A first rate service and an excellent company who I would most certainly recommend. Thank you.

Jeff C

Rachel is an outstanding person who thoroughly listens and genuinely helps. I can not recommend Rachel highly enough. Thank you for all your hard work.

Carly M

Rachel was incredibly supportive during my recent career move. She was quick to reply to any questions I had, and also gave me guidance and reassurance throughout the process. I would go back to Succeed again in the future... but hoping I won't need to as Rachel helped me secure the perfect job!

Amy L

Jo and the team have been fantastic. From start to finish they’ve displayed professionalism and passion to ensure you’re in the best place for recruitment.

Laura C

Rachel and the team offer a highly personalised service and a very consultative approach. They're very friendly and professional and I wouldn't hesitate to recommend them to anyone looking for a new role within the Travel industry.

Helen P

Thank you again for all your hard work Jo. I would recommend you to anyone looking for a new role within the Travel sector.

Laura C

Rachel was amazing, from the first conversation to me getting my dream job, she was there every step on the way. I can’t thank or recommend her and succeed highly enough. Thank you so much!

Aimee W

I can’t thank Rachel enough for the help and support in finding me my perfect role. Rachel pre-empted any questions I had, checked in with me all the way through and really made this process a pleasure! Supportive, caring and genuinely happy for me when I got the role!

Elizabeth O

Rachel was incredibly supportive from the initial conversation and right the way through the whole process. Due to the relationship she had built with her client she was able to ascertain from the start whether I would be a good 'fit' with the company and provided great guidance throughout. Rachel made me feel like she really cared about both myself and the client and was working to get the best outcome for everyone. It worked, I got the job!

Katy B

It was a absolute pleasure dealing with Rachel, she comes highly recommended.

Chantal L

I was dealing with Rachel who helped me to get my new job , I have dealt with her and this company previously and honestly cannot fault them, the service is 10/10 , super friendly and professional!

Vitalina D

Fabulous service from the girls at Succeed! From help with my CV, to interview tips, to follow ups and finally - a job offer! Thank you so much :) I'm so excited to start my new role and would highly recommend Succeed to anyone looking for a new position within the travel sector.

Jennifer S

Rachel gave a 5 star service to myself, she is informative, keeps in touch with the clients and prospects with their progress and will go the extra mile. I will recommended her to my friends/prospects.

Vasim H

Thanks so much for your recent help with securing my new role Rachel - I can't wait to join them and just know it's going to be the start of a brilliant career in the travel industry! I'll let you know how everything goes...thanks again.

Helen P

Rachel was a pleasure to work with. She got me sorted out really quickly and kept in touch the whole way through. Thanks for your help. Excited to start my new role.

Kirsty M

Jo has been a joy to work with, not what you normally get from recruitment, (pushy and invasive). Rachel was kind enough to send me a good luck message.
I cannot rate Succeed Recruitment more highly.

Total professionalism throughout the whole process!

Julia P

Excellent care and service from the team at Succeed! Thank you so much for all your help and I'll certainly be in touch if I need your help again in the future.

Sarah B

Succeed were amazing and really helpful. All the staff were fantastic and helped with my recruitment process. They followed up after all my interviews. I can't praise Rachel and Jo enough. I am so thankful.

Jaimie O

Appreciate all your help, advice and assistance you have given me in my search for a new job Rachel ... you have been wonderful and made my step into the big wide job world a great experience. Thanks again.

Elaine C

I just wanted to write a quick email to say thank you for your support throughout my job application process Jo, you've been fantastic and have a very friendly and professional manner.

Eva S

Rachel was super friendly & believed in me when I didn't believe in myself. She gave me the encouragement & confidence that I needed after being made redundant.

She kept in touch throughout & followed up even after accepting the job.

I now know where to go if I am looking for work again. Would totally recommend using her.

Thanks Rachel you truly are a gem!!

Lucinda D

Rachel was incredibly supportive during my recent career move. She was quick to reply to any questions I had, and also gave me guidance and reassurance throughout the process. I would go back to Succeed again in the future... but hoping I won't need to as Rachel helped me secure the perfect job!

Amy L

I just wanted to say "Thank You" again for all your help with securing my new role Jo.

Really looking forward to joining them and will no doubt speak to you soon :)

Tracy O

Thank you so much to all at Succeed who made my experience of finding a new position in the travel sector such a positive one! The girls were always on hand to answer any questions and gave sound advice when I had the good fortune to be in a position to choose between three fantastic opportunities. My new role starts in less than 4 weeks and I cannot wait!

Nadia B

I want to say how professional Joanne has been throughout the whole process. I've had a lot of companies calling me and wanting to put me forward for any and every vacancy and felt that they were just interested in hitting their own targets rather than getting me a job that 'I' wanted.

Joanne has been a pleasure to deal with and I felt she took a genuine interest which is why I told all other recruitment companies to stop searching for me as I only wanted to deal with Joanne.

Really impressed with Joanne and Succeed as a whole.

Matthew C

I applied for a job with Succeed and within a day I had a reply offering me another position that was tailored to my experience and a great opportunity in the career I want to go in. The process was extremely quick and I had a call before and after the interview and had constant contact with Rachel on the whole procedure. It was very smooth and professional and I would recommend Rachel and the company to anyone who is looking for a new job/career!

Marika V

Just to let you know that I'm getting excited and can't wait for Monday Joanne. Maybe not many people get excited for Mondays - ha ha!

Once again I am really glad and appreciate your help and support. You've been brilliant.

Radostina B

I just wanted to thank you for your help in securing my new role Jo. I've spoken with a number of agencies over the last few weeks and you are actually the nicest recruitment agent I've ever come across. Thanks again.

Stephan A

Spoke to Joanne Smith who was very helpful in my time of need, very caring and listened to what I needed. She kept me updated throughout the whole process and the end result was excellent. Thank you.

Kerry R

The whole experience has been fantastic. Rachel contacted me within a few hours of me applying and had arranged an interview shortly afterwards. Although I didn't for a few months, Rachel kept in touch throughout, making sure I was updated with anything I needed. She was very professional and attentive from start to finish.

Chris D

Rachel at Succeed Recruitment was a real star in securing a new job for me. Keeping me updated throughout and being very open and honest about everything as well as being extremely professional. I would highly recommend Rachel.

Darren B

I have been dealing with Rachel for a number of months now and despite numerous problems on my part Rachel was always very friendly, professional and understanding. I would absolutely contact Rachel again should the need arise.

Angelique B

Rachel was amazing, from start to finish. She has found me my dream job which I am thoroughly looking forward to starting next week. Many thanks Rachel, you are a superstar...

Lynne M

I had been in contact with a few Recruiters before Rachel and the level of service she gave was far superior. Matched me with a position I wanted straight away and kept in contact throughout and was always a pleasure to talk to! Don’t hesitate to use her knowledge and help!

Thomas K

Hi Rachel, just a quick email to say Thank you, and to just say that I have had dealings with many recruitment agencies but you are the best by far, keep up the good work and I wish you all the success in the future.

Phillipa G

Rachel is fantastic at her job and really looks after you. She listened to my needs and matched me perfectly with an ideal opportunity. She is warm and friendly and keeps you completely up to date throughout the process. I would have no hesitation in recommending her highly if you are looking for a new role within the travel industry.

Elizabeth C

I cannot recommend Succeed Recruitment enough! The whole process was seamless. Rachel was amazing and kept me updated throughout, even just checking in with me and seeing how things were going. Rachel’s professional approach and kind and caring nature put me totally at ease and made what was a very daunting time so easy. If I find myself in a position again of having to find another job I would not hesitate to contact Rachel as I have every confidence in Succeed. I will be recommending Succeed to any friends looking for a new job in travel.

Molly G

Hi Rachel, thank you for all your help. I really appreciate your time and commitment to me and would have no hesitation in recommending you to anyone looking for a new career opportunity.

Richard C

Rachel was really lovely to talk to, very helpful and always on hand to guide through the recruitment process and land the job I wanted. Would highly reccommend!

Warren P

Rachel recently helped me in my search for a new job. She very quickly put me forward as a candidate for a job which was a perfect fit for my previous experience, and was very communicative and quick to follow up my interviews and provide me with feedback. Even though I ended up going with another job in a different industry, Rachel was incredibly supportive and gave me sound advice without pressuring me. I really appreciated her help and would strongly recommend her! Thanks again.

Laura M

Thank you so much for your help Rachel. I’m so pleased but a bit sad to leave the good friends I’ve made over the last few years but looking forward to new beginnings. Take care & catch up soon!

Michelle B

Dealt with Rachel who was always professional and friendly, the process was seamless, quick and efficient. Could not recommend more!

Aldo S