Succeed Recruitment Solutions
Operations Manager
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Operations Manager
We’re looking for an experienced Operations Manager to lead, manage and optimise the day-to-day operational performance, with full accountability for sales delivery, operational efficiency, after-sales service and ticketing accuracy within a call-centre based tour operator environment.
The successful candidate will be responsible for driving sales performance, maximising conversion, managing departmental KPIs, and ensuring high standards across the full customer lifecycle — from initial enquiry through to post-sale support and ticketing.
The role also carries responsibility for operational crisis management, incident response and business continuity, ensuring minimal disruption to customers, revenue and brand reputation.
This is a fantastic opportunity to join a leading Tour Operator in a fast paced and extremely varied role and on offer is a competitive salary up to £40,000, plus excellent benefits.
Role of Operations Manager:
- Oversee the daily operational performance of: Sales, After-Sales / Customer Service, Sales Support, Offline Support, Ticketing & Processing, Administration
- Own and drive overall sales performance across the Sales Department.
- Ensure sales managers actively manage conversion rates, call quality, productivity and revenue per call.
- Ensure after-sales teams deliver a high standard of customer service and issue resolution.
- Oversee ticketing and processing accuracy, timeliness and compliance.
- Conduct monthly performance reviews with Operational Department Managers.
- Drive a performance-led culture with clear accountability and ownership.
- Support training delivery, coaching and ongoing development across teams.
- Produce and analyse weekly and monthly management reports
- Act as the senior operational lead during crises, including supplier failure, flight disruptions, system outages, high-volume customer incidents, regulatory issues or reputational risk
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Skills required for the role:
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- Travel industry experience – essential
- Strong commercial and sales-driven leadership
- Proven experience managing performance in a call-centre environment
- Excellent decision-making and problem-solving ability, including under pressure
- Strong analytical, reporting and forecasting skills
- Confident communicator at all levels
- Ability to coach, motivate and hold managers accountable
- Strong planning, prioritisation and time management
- High attention to detail and process discipline
- Influential leadership and stakeholder management
- Training, coaching and development capability
If you’re interested in learning more about this Operations manager role, please press the apply online button now!
Not for you? Then please visit our website to view the other exciting roles we have available; www.succeed-recruitment.com
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