Business Travel Operations Manager

Job category Business Travel

Region England, Southeast

Hours Full time

Employer type Recruitment agency

Salary range £30k to £40k

Location surrey

Established travel organisation is looking for an Operations Manager to be responsible for the running of the business travel out of hours contact centre operation across all 3 locations, Cape Town, America and UK.

The responsibilities of the Business Travel Operations Manager will be:

• Managing the staff of business travel contact centres across 3 locations.

• You will ensure performance and service standards are maintained at all times.

• Manage, lead and support Team Leaders

• Carry out monthly 1-1's and annual performance Appraisals

• Set and regularly revise targets and KPI's in line with company requirements

• Ensure employees are kept up to date at all times with any new information required to successfully perform their duties

• Carry out Calibration sessions with Team Leaders to ensure consistency in Quality assurance (QA) scoring and to identify and discuss development areas

• Implement procedural changes and requirements of existing and new clients

• Act as escalation point for all high profile or potentially serious complaints

• Report technical problems in a timely manner and communicate requirements for technical changes.

• Implement processes and procedures that enhance the company's operational growth • Approve the monthly shift roster for all 3 sites

• Report on and Monitor all BSP transactions

Carry out consultant role when the need arises The successful business travel operations manager will require having:

• Minimum of 5 years experience in the Business Travel sector plus 5 years experience in Contact centre or Team Management

• Previous experience of performance management and disciplinary procedures • Must be able to communicate with people at all levels

• Self motivated with the ability to meet given targets

• Open and approachable management style

To apply for the role please email sm@p4ct.com or call 0203 178 7175.