Operations Manager - Travel Agency Call Centre

Overview

We are a UK-based travel agency seeking a results-driven Operations Manager to lead and scale our on-site call centre in Islamabad. This role requires hands-on experience running call centre sales operations for a travel agency, strong knowledge of flight bookings and GDS systems, and demonstrated ability to hit sales targets and manage teams.

Key Responsibilities

• Manage daily call centre operations (inbound and outbound sales)
• Lead, train, coach and monitor a team of travel consultants
• Drive sales targets, conversions, and revenue growth
• Monitor call quality, scripts and closing techniques
• Manage team performance and day-to-day office operations and administration
• Report directly to the Managing Director (UK office)

• Proven experience working in a travel agency (call centre/sales operations)
• Strong knowledge of flight bookings, fares and routes
• Experience with GDS systems (Amadeus, Galileo or similar)
• Background in managing a call centre or sales team
• Strong leadership and decision-making skills
• Ability to handle pressure and meet aggressive targets
• Excellent communication and negotiation skills
• Experience with Umrah/Hajj is a plus