Contact Centre ManagerLocation: Clayhill, Lyndhurst.Salary: Negotiable DOE - Please indicate desired package on application Hours: Full Time, some weekend work required.We are excited to start the search for our new Contact Centre Manager, we are looking for a powerhouse with a cracking record in contact centres with a focus on commercialisation in everything you do. We have got a rare opportunity for you to run, shape, define, and elevate our contact centre team into a buzzling sale focused team. This is a new role with scope to grow, develop and show your skills to implement change at an important time for our business.As the Contact Centre Manager your will have a key role within our Commercial Team overseeing the daily contact centre, ensuring a high performing operation and attention to detail. You will inject the team to become a busy sale focused team, implement strategic goals, high call and offline conversion with excellent customer satisfaction. The business is a fast paced and exciting environment for those that seek a varied role and regular change. We are growing and we want you to grow with us.Key Responsibilities:Operational Management:Manage the daily operations of our Contact centre, juggling business and people priorities to ensure the achievement of key KPI’s and objectivesManage a team of 14 handling incoming calls, online chat, and offline email requests for room, restaurant, spa, and event reservations across all properties.Develop and implement processes that enhance efficiency, customer satisfaction, and sales conversion rates across all contact channels.Act as the main point of contact for all reservation-related matters, supporting the team and hotels in achieving their targets.To continuously monitor business performance and make adjustments to meet targets as set out in the annual budget.The ideal candidate needs experience of running and implementing a concierge environment managing internal as well as external suppliers to ensure maximum guest experience prior and during their stay.Revenue and Performance Management:Work closely with the Revenue Director to implement and maintain the revenue strategy, including yield management, rate strategies, and up-to-date system usage (Opera, Sevenrooms, Trybe).Continuously monitor business performance, making real-time adjustments to meet and exceed budgetary targets.Analyse call statistics, online bookings, and revenue trends, providing insights and recommendations for improvements.Team Leadership and Development:Lead, mentor, and develop the Contact Centre and Reservations team.Manage recruitment, training, development, scheduling, and performance reviews for the team.Continuously drive and ensure successful workforce planningEncourage continuous improvement through coaching, training programs, and succession planning.Customer Experience and Quality Assurance:Ensure high standards of customer service, managing guest profiles accurately across systems to support marketing and personalised experiences.Ensure the accurate guest profiling across systems such as Opera, Sevenrooms and Trybe to support marketing initiatives.Monitor and improve quality standards through regular review of mystery shop results, customer feedback, and service metrics.Collaboration and Communication:Foster effective communication channels with Hotel Directors, Reception Managers, and other departmentsEnsure all large social events, holiday bookings, and special packages are accurately managed, allocated, and processed.Provide technical and operational support to the Contact Centre and hotel teams as neededExperience, Skills & Qualifications:Proven experience as a Contact Centre Manager, Reservations Manager, or similar leadership role in a hospitality/customer service environment.Strong leadership and team management skills with a passion for coaching, development, and delivering results.Commercially driven, with experience in sales strategies, and budget control.Proficient in hospitality software including Opera, Sevenrooms, Trybe, Sina or similar.Excellent communication, analytical, and problem-solving skills with a continuous improvement mindset.Ability to produce, interpret, and act on performance data and service metrics.Experience in workforce planning, recruitment, and people development.A background in hospitality is advantageous, but not essential.
