Operations Manager

Succeed Recruitment Solutions • Permanent • Birmingham, West Midlands, England, United Kingdom • £45,000 - £48,000 / year • 2d ago

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 £48,000, plus excellent benefits.

If this role is of interest to you, please apply online.

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

Skills required for the role:

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.

Succeed Recruitment Solutions - for the best Travel jobs, Multilingual jobs and Contact Centre jobs.

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