Assistant Call Centre Manager

The successful candidate will report to the Head of Reservations and be responsible for the day to day management of the call centre team, particularly over the busy weekend operation, delivering a first class customer service experience. You will manage the people resource requirements by ensuring the call centre is operating effectively and efficiently; this will include encouraging the team to maximise holiday sales. You will be focused on managing the performance of the department via KPI's, trends and making improvements whenever possible., Managing and organising staffing levels to meet the operational needs of the call centre
Coach, mentor and develop a team of circa 25 employee owners through regular performance reviews
Monitoring the performance of the department including call performance and customer satisfaction
Conversion of calls to bookings by maximising sales and customer service standards within the team
Manage KPI's to determine appropriate targets in order to achieve sales and service targets
Analyse and review relevant management information in order to identify trends and training needs
Develop and implement effective communication channels/techniques to conduct team and floor briefings that drive motivation and business performance
Assisting reservation advisors with their queries in relation to bookings, customers and cancellations
Working closely with the commercial team to understand areas of focus
Responding to customer emails and social media queries

Previous contact/call centre management experience
Excellent ability to achieve results through organising and motivating people
A proven track record performing against targets or managing KPI's
Strong leadership skills
Experience of analysing data and trends to improve business performance
Knowledge and experience of performance management

Alfa Leisureplex Group has an exciting opportunity for an Assistant Call Centre Manager to join our team based at our Central Office located in Euxton, Chorley.

The Alfa Leisureplex Group is one of the UK's most highly respected coach holiday and hotel companies with a consolidated turnover of over £70 million per year. We are the UK's only employee-owned Travel Group and our brands include Leisureplex Hotels and Alfa Travel. Our mission is to provide high quality memorable holidays for our guests.

Leisureplex Hotels own and operate 24 hotels in the UK's most popular seaside locations. We have a combined bed stock of over 2,000 rooms and achieve strong all year-round occupancies due to our sister brands Alfa Travel, plus our links to other coach operators and group organisers.

You would be joining the group during an exciting period as we continue to see significant growth in the number of customers choosing to holiday with us each year. As an employee-owned business with over 950 employee owners, we see our people as our most valuable asset in growing our business and continuing to provide a high-quality service to our customers.

This role is office based, predominately working 4 days per week on a Friday, Saturday, Sunday and Monday; we are however open to discussion on days and hours for the right candidate. The salary for this role will be based on skills and experience; with a starting salary of £30,000-£32,000 per annum.

Our ideal candidate will be is passionate about the travel industry, well organised and a people focused leader who is pro active in their approach.

Benefits of being an employee owner

Bi-annual tax-free dividend due to our employee-owned status (over £1,200 last full year)
Funding for any relevant training courses to aid your development
Job Security - our employee-owned status provides better job security, as we can't be sold to another company
Support and continuous development opportunities
Competitive occupational sick pay scheme
Fantastic discounts on our holidays and hotel stays
Employee assistance programme - Health Assured
Length of service rewards
Build your pension - we have a pension scheme in place that the Company contributes towards
Free onsite parking
Team building events
Reward and engagement programs

The main responsibilities are