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 analyzing 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.