Tour Operator Contact Centre Manager

About the role

We are seeking an experienced Contact Centre Manager to lead the sales and operational performance of a successful tour operator based at Birmingham Airport. In this senior role you will own the day‑to‑day delivery of the contact centre, driving revenue, conversion and customer satisfaction across the entire journey.

Key responsibilities

• Take overall responsibility for sales performance and operational delivery across the business.
• Lead and manage Operational Department Managers, ensuring strong performance, accountability and engagement.
• Drive sales conversion, productivity, revenue per call and overall commercial performance.
• Monitor daily, weekly and monthly KPIs, identify performance gaps and implement corrective actions.
• Oversee Sales, After‑Sales/Customer Service, Sales Support, Offline Support, Ticketing & Processing and Administration.
• Ensure smooth handovers across the full customer journey from initial enquiry to post‑sale support.
• Manage after‑sales service and ticketing accuracy, meeting agreed SLAs.
• Reduce errors, delays, rework and customer complaints through performance management and process improvement.
• Produce and analyse management reports covering sales performance, conversion, revenue, cancellations, amendments and year‑on‑year comparisons.
• Use data and insight to identify opportunities for improvement and increase operational efficiency.
• Act as senior operational lead during crises such as supplier failures, flight disruptions, system outages and high‑volume incidents.
• Coordinate cross‑departmental responses and communication during operational incidents.
• Oversee operational recovery activities including rebookings, refunds, ticketing amendments and backlog resolution.
• Conduct post‑incident reviews and develop effective contingency and business continuity plans.
• Ensure systems, processes, website content, sales messaging and call routing remain accurate.

Required profile

• Proven experience as a Call Centre Operations or Contact Centre Manager, preferably within the travel or tourism sector.
• Strong commercial acumen with a track record of improving sales conversion and revenue.
• Demonstrated leadership ability to manage managers and drive accountability.
• Excellent analytical skills to monitor KPIs and act on data‑driven insights.
• Ability to remain calm and decisive during crises and high‑pressure situations.
• Strong communication and stakeholder management skills across multiple departments.
• Experience in process optimisation and continuous improvement.
• Knowledge of after‑sales service, ticketing processes and SLA management.

Required skills