A reputable and well established Travel company based in Birmingham and they are seeking a full time Call Centre Manager to join their dynamic & experienced team. This rewarding role comes with a highly competitive basic salary and a variety of additional benefits, some unique to the Travel Industry! If you have the relevant experience as a call centre manager or similar and looking for a challenging new position then please do read on!!

Job Overview:

To be responsible for the daily running and management of the call centre department. Plan and implement call centre strategies and operations; improving systems and processes. 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.

MAIN DUTIES:

• 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, 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.
• 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

EXPERIENCE:

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

Excellent organisational and leadership skills with a problem-solving ability

Be able to manage and motivate a team

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

PACKAGE:

The successful candidate can expect an attractive salary which will be dependent on experience along with a generous annual leave entitlement and company benefits package.

INTERESTED?

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