Contact Centre Team Manager

Alfa Holiday Group; Chorley; On-site; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Twice-yearly employee-owner dividend

Holiday and hotel discounts

Training funding

Job security (employee-owned)

30 days annual leave

Employee assistance programme

Occupational sick pay

Pension

Annual pay reviews

On-site parking

Job summary

Alfa Holiday Group is seeking a Contact Centre Team Manager in Buckshaw Village, Chorley. This full-time role involves leading a team across 37.5 hours per week with weekend rotation, aiming to hit sales targets and deliver exceptional customer service.

You will report to the Contact Centre Manager and be responsible for coaching, performance management and continuous improvement across operations. Salary is £32,000 per annum with a range of benefits and employee-owner perks.

Qualifications

• Proven ability to lead and motivate a team in a fast-paced contact centre environment.
• Experience in coaching and performance management to achieve targets and service levels.
• Strong communication and interpersonal skills for cross-functional collaboration.

Responsibilities

• Supervise, motivate and support a team of contact centre agents to meet targets.
• Monitor calls, emails and chats to ensure quality and compliance with standards.
• Track KPIs including revenue targets, conversion, handling time and customer satisfaction.

Skills

Leadership

Team management

Coaching

Performance management

Customer service

Communication

Call centre operations

Data analysis

Time management

Tools

CRM systems

Travel booking systems

Job description

Alfa Holiday Group have an exciting opportunity for a Contact Centre Team Manager to join our team based at our Central Office in Buckshaw Village, Chorley.

The Alfa Holiday Group is an established coach holiday and hotel business, with brands including Alfa Hotels and Alfa Coaches. We own and operate 25 hotels in some of the UK’s most popular seaside destinations and have a team of more than 1,000 employee owners.

Our aim is simple: to give our guests high-quality, memorable holidays, where every role contributes to that experience.

About the role:

We are looking for a full-time member of the team, working 37.5 hours per week over 5 days, including a minimum 1 in 2 full weekends. The working hours will be on a rota basis, covering the contact centre opening times of 08:30am – 6:30pm Monday to Friday, Saturday 09:00am – 5:00pm and Sunday 10:00am – 4:00pm. We are offering a salary of £32,000 per annum in addition to a number of other benefits outlined below.

As a Contact Centre Team Manager, you will report to the Alfa Holidays Contact Centre Manager, and will assist with leading, developing, and managing a team of contact centre agents to achieve sales targets while delivering exceptional customer service. The role focuses on driving performance through effective coaching, ongoing development, and robust performance management. The Contact Centre Team Manager will ensure high levels of customer satisfaction, foster a positive and motivated team environment and support continuous improvement across all contact centre operations.

Contact Centre Team Manager Responsibilities:

• Supervise, motivate and support a team of call centre agents to achieve individual and team targets
• Monitor inbound and outbound customer calls, emails, and live chats to ensure quality and compliance with company standards
• Track, manage, and report on key performance indicators (KPIs) including revenue targets, conversion rates, call handling time, and customer satisfaction
• Deliver ongoing coaching, training, and performance feedback, including structured 1-2-1 meetings with each team member at least four times per year
• Conduct regular team meetings to communicate business updates, performance results, goals, and expectations
• Handle escalated customer issues, complaints, cancellations, refunds and charges in line with company procedures, ensuring effective resolution and high service standards
• Assist with onboarding and training of new team members
• Manage administrative duties to ensure all daily and weekly tasks are completed accurately and on time
• Prepare, monitor, and share daily and weekly performance reports with the team in agreement with the Contact Centre Manager
• Make recommendations for process and service improvements to enhance efficiency and customer experience
• Handle inbound sales, administration, and customer enquiries, maximising booking conversions while maintaining excellent service standards
• Oversee Outbound & Inbound calls/tasks, e.g., Tour Consolidations/Outbound campaigns
• Assist the contact centre team with calls during busy periods

Essential Skills and Competencies:

To be successful in this role, you must be a confident, calm and experienced leader who demonstrates a results-driven and goal-oriented approach, that can effectively deliver in a fast paced and changeable environment.

Our ideal candidate must be able to demonstrate the following:

• An understanding of call centre operations
• An ability to analyse performance data and implement improvement plans
• Experience of learning new systems and tools quickly
• Experience of handling escalated and complex customer issues professionally and efficiently
• Strong decision making and problem-solving abilities
• Excellent interpersonal, customer service and communication skills – face to face, on the phone and written
• Strong time management abilities, with adaptability to changing targets, schedules, and workloads
• Direct people management experience, including leading, coaching, and motivating a team, as well as experience of performance management, including delivering effective feedback, appraisals, and corrective action to drive overall team performance
• Strong conflict resolution and team-building abilities
• An ability to deliver clear instructions and constructive feedback

Desirable Skills:

• Knowledge or experience of working in the travel or hospitality industry
• Knowledge or previous use of travel booking systems

Benefits of being an employee owner:

• Twice-yearly employee-owner dividend payments- approximately £1,500 in total last year on a full-time-equivalent basis, subject to eligibility and business performance
• Fantastic discounts on our holidays and hotel stays
• 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
• 30 days annual leave
• Support and continuous development opportunities
• A competitive occupational sick pay scheme
• Employee assistance programme - Health Assured
• Length of service rewards
• Reward, recognition and engagement programs
• A workplace pension with company contributions
• Annual pay reviews in April each year
• On-site parking

If you feel you are friendly, positive and passionate and have the necessary skills and experience to be successful in the Contact Centre Team Manager role, We’d love to hear from you.