Overview:
To effectively manage Supervisor /  sale teams to drive conversion above agreed call centre targets whilst maximising revenue on every booking. Ensuring agents meet productivity targets to exceed customer expectations.

Key Accountabilities & Responsibilities:

• Maximise revenue by driving down cost per booking and increasing  ancillary sales at every opportunity
• To reduce staff attrition levels by creating an environment where people love to work and love to sell holidays
• To ensure internal quality measures are in place to ensure accuracy on the booking.
• To set and deliver against strong KPIs in line with company wide Rewarding Performance guidelines managing underperformance where necessary.
• To exceed both external and internal customer expectations
• To manage a team of Team Supervisors in monitoring, measuring, reporting, analysing and improving call centre performance. To include the development, coaching and training of Supervisors to deliver outstanding sales and service.
• Manage change effectively and communicate to all levels of staff changes with updates regularly
• To constantly seek new, alternative and innovative methods of achieving or surpassing business goals
• To measure and track actual performance versus budget performance and make any necessary operational adjustments to ensure an efficient operation at all times
• Recruitment and selection of call centre Consultants.
• To develop a strong profit focussed department which supports other areas and delivers true value as a whole
• To analyse systems, procedures, processes and output to ensure best practice is being achieved at all levels
• To manage escalated call where necessary to actively resole and investigate customers feedback, issues and queries, implementing actions to avoid occurrence again.
• To contribute to the on-going development of the contact centre business strategy and ensure that all changes and new processes are implemented effectively.
• Provide operational floor management to ensure the contact centre is run both efficiently and effectively and defined procedures are followed.
• To communicate effectively with Team Leaders through regular meetings and updates, with particular emphasis on achievement of targets.
• Ensuring monthly targets are met and all sales opportunities maximised.

Skills & Knowledge:

• Ability to demonstrate excellent communication and influencing
• Confident and comfortable working at all operational levels of the business
• High commercial and customer focus to drive sales performance
• Proven track records driving call centre motivation and change management
• Task focused deliverer with exceptional drive for change and quality
• Ability to think and operate strategically as well tactically
• Basic understanding of ACD, IVR, CRM and Telecoms systems
• A minimum of 4 GCSE or equivalent
• Excellent numeracy skills to understand sales figures and how to leaver them to improve sales performance.
• The ability to mentor Supervisors to display and promote the required skills, knowledge and competencies required to maximise revenue or sales conversation.
• Strong experience driving performance through the management of Supervisor / team leaders
• Approaches challenges with energy, enthusiasm and determination to succeed and is prepared to do new/different things to strengthen performance of the business.
• Considerable experience managing large teams