Lead Sales Operations Manager

3 weeks ago

London, Greater London, United Kingdom Love Recruitment Full time

Role: Lead Sales Operations Manager

Location: Remote/Hybrid

Company: Love Recruitment

At Love Recruitment, we are dedicated to transforming the travel experience for our clients, offering them unparalleled options, seamless processes, and exceptional value for their next adventure. Our team is pivotal in serving as the personal travel advisors for our customers.

Your Contribution:

Every thriving sales operation relies on a committed support team that aids our self-employed Offline Sales Consultants with complex sales and booking tasks.

Reporting directly to the Head of Offline Sales, the Offline Sales Operations Managers play a crucial role in fostering continuous enhancements and implementing changes in a dynamic, target-oriented setting. Your background in the travel sector equips you with the necessary insights into industry dynamics.

You possess strong communication skills and take full responsibility for managing offline sales inquiries before and after bookings; conducting call evaluations and addressing customer concerns directly. Your meticulous nature allows you to perform quality assurance checks on holiday reservations, ensuring that discrepancies are flagged in real-time and that appropriate actions are taken with agents.

You are adept at handling numerical data and can generate reports on agent performance, identifying issues and communicating training needs to relevant department heads.

With a knack for managing tight deadlines, you excel in prioritizing multiple challenges and maintaining professionalism when interacting with demanding customers. Your extensive knowledge of global travel destinations fuels your eagerness to learn even more.

Your Daily Responsibilities:

  • Oversee daily inbound/outbound call center operations, ensuring effective resource allocation.
  • Enhance core sales KPIs, focusing on converting customer interactions into new holiday bookings, identifying upselling opportunities, and fostering repeat business.
  • Establish and nurture strong relationships with sales consultants and key departmental teams.
  • Engage in customer call monitoring, providing actionable insights and quality reports to sales managers for consultant evaluations and strategic action plans.
  • Contribute to ongoing training and onboarding programs.

Your Skill Set:

  • Experience in inbound/outbound travel sales call center environments.
  • Exceptional verbal, written, and interpersonal communication abilities.
  • Commitment to delivering an outstanding customer experience.
  • Self-motivated with strong listening and analytical skills.
  • Capability to multitask and thrive in a fast-paced, target-driven team atmosphere.
  • Proficient in GSuite (intermediate Sheets, Docs, Slides, etc.), CRM systems, and telephony solutions.

Desirable (Optional):

Familiarity with Kustomer (CRM), Twilio Flex, Ujet (Telephony), and EdgeTier (QA) platforms would be beneficial.

The Interview Process:

We aim to provide a clear understanding of what candidates can expect during the interview process, ensuring it is concise yet informative. The process will involve various key stakeholders and team members, with the length of the interview depending on the role's seniority.

  • Initial screening with Talent Acquisition Partner: 30 minutes.
  • First stage interview with Hiring Managers: 45 minutes.
  • Final stage with key stakeholders, including a presentation task in the office: 1 hour.

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