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Travel Call Centre Manager

Salary and benefits
Up to £30,000 plus bonus & benefits
Contract length
Permanent, Full time
Date added
Added 2 weeks ago
Locations
West Midlands, Birmingham

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.

Role of 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 Call Centre Manager role, please contact us for a confidential chat or press the apply online button now!

 

Apply online now for Travel Call Centre Manager

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Testimonials

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

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 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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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 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

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

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

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

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

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

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

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

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

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

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

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

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