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Call Center Manager

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22 views2 pages

Call Center Manager

Uploaded by

luckyduck
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Travel Contact Centre Manager

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 Traveliun Travel & Tourism and be
responsible for the daily running and management of their busy call center. 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 center strategies and operations;
improving systems processes and sales.

You and your team willll ensure that monthly revenue, commission and land targets are
met, whilst ensuring service levels are maintained and all calls, requests are answered
and dealt with quickly and in timely manner.

In return, Traveliun will 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 9am – 6pm, to include some
Saturdays 11am – 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, minimize
errors and improve performance, customer service and efficiency of all areas of
responsibility.
 Prepare call Centre performance reports by collecting, analyzing and
summarizing 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 organizational 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

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