Tour Operator Contact Centre Manager

Want to take the next step in your travel career and lead the sales & operational performance of a successful tour operator's contact centre team? Are you a commercially driven Sales & Operations Manager who thrives on improving sales, performance, customer service and operational efficiency? Do you have the leadership skills to manage managers, drive accountability and take control when things don't go to plan? I am looking for an experienced Call Centre Operations Manager to join a successful Birmingham based tour operator, where you will take overall responsibility for the day-to-day operational performance of the business. From driving sales conversion and revenue performance through to overseeing after-sales, ticketing, customer service and operational support, this is a key leadership role with real influence across the business.

THE JOB:

• Taking overall responsibility for sales performance and operational delivery across the business.
• Leading and managing Operational Department Managers, ensuring strong performance, accountability and engagement.
• Driving sales conversion, productivity, revenue per call and overall commercial performance.
• Monitoring daily, weekly and monthly KPIs, identifying performance gaps and implementing corrective action.
• Overseeing Sales, After-Sales / Customer Service, Sales Support, Offline Support, Ticketing & Processing and Administration.
• Ensuring smooth processes and effective handovers across the full customer journey, from initial enquiry through to post-sale support and ticketing.
• Overseeing after-sales service and ticketing accuracy, ensuring issues are resolved efficiently and within agreed SLAs.
• Reducing errors, delays, rework and customer complaints through strong performance management and process improvement.
• Producing and analysing management reports covering sales performance, conversion, revenue, cancellations, amendments and year-on-year comparisons.
• Using data and insight to identify opportunities for improvement and increase operational efficiency.
• Acting as the senior operational lead during crises, including supplier failures, flight disruption, system outages and high-volume customer incidents.
• Coordinating cross-departmental responses during operational incidents and ensuring clear communication throughout.
• Overseeing operational recovery, including rebookings, refunds, ticketing amendments and the resolution of backlogs.
• Conducting post-incident reviews and developing effective contingency and business continuity plans.
• Ensuring systems, processes, website content, sales messaging and call routing remain accurate and effective.
• Maintaining high standards of quality, regulatory compliance and GDPR across all operational departments.
• Supporting the introduction of new products, initiatives and system changes.

EXPERIENCE REQUIRED:

To be successful in this role, you will have proven experience managing performance within a call-centre or contact-centre environment, ideally within travel or a tour operator environment. You will be a strong commercial leader with a proven track record of driving sales performance, conversion and operational efficiency. You will need to be confident managing managers, coaching and developing teams, analysing performance data and making informed decisions under pressure. Excellent problem-solving skills are essential, as is the ability to take ownership during operational crises and ensure the business continues to deliver for its customers.

THE PACKAGE:

You will receive a competitive salary circa 35k pa - 40k pa DOE. This is a fantastic opportunity to take a senior operational leadership role within a successful travel business, with the opportunity to make a genuine impact on sales performance, customer experience and the overall efficiency of the operation.

INTERESTED:

Please follow the instructions to apply, attaching your CV. This vacancy is being managed by Claire Muge. I can be contacted on (phone number removed) or (url removed). Not right for this role, or this role not right for you, but keen to further your career in the Travel Industry? We have a variety of different opportunities, so do submit your CV to us! You must have full rights to work in the UK. We have a high volume of applications, so unfortunately we are unable to reply to unsuccessful applicants.