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. About the job 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. This role is office based, predominately working 4 days per week from Friday to Monday; we are however open to discussions for the right candidate and would consider candidate who could commit to working alternate weekends on a rotation basis. 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 proactive 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: 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 Key skills and experience 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 If you feel you have the necessary skills and experience to be successful in the Assistant Call Centre Manager role, click ' apply' today. We would love to hear from you