Virtual Contact Centre Assistant Manager

This is an exciting opportunity to support the leadership of our rapidly expanding Virtual Contact Centre sales team. As an Assistant Manager, you will play a key role in driving performance, motivating team members, and ensuring exceptional service delivery. With access to high-quality sales leads via Live Chat, Web Enquiry Forms, and Facebook, you’ll help the team connect with our customers online – all within a buzzing, fast-paced, and highly motivational environment. In return, you’ll join a dynamic, growing business with plenty of career development opportunities.

Role Summary

As an Assistant Manager within our Virtual Contact Centre, you’ll work closely with the Team Leader and management to help oversee the day-to-day operations of the sales team. You’ll support in driving sales performance, coaching team leaders, and ensuring the team delivers an exceptional booking experience that aligns with our company ethos. This role combines leadership, operational support, and hands-on sales responsibilities.

Main Responsibilities

• Support the Team Leader in managing day-to-day performance and productivity of the sales team
• Deliver coaching, support, and motivation to team members to help them reach performance targets
• Lead by example with strong personal sales and service standards
• Monitor quality of customer interactions and provide constructive feedback
• Assist in performance reviews and development planning
• Handle incoming Live Chats, Web Enquiries, and Facebook leads as needed
• Help monitor lead distribution and optimise sales opportunities
• Ensure team adherence to company policies, processes, and brand standards
• Contribute to sales strategy implementation and continuous improvement initiatives
• Accurately record and track sales activity in line with business requirements
• Step in for the Team Leader as required during periods of absence or high demand

What experience we are looking for?

• Previous experience in a sales leadership or supervisory role (e.g., Senior Sales Consultant or Team Leader support role)
• Proven success in a sales-focused environment, ideally in the travel industry
• Strong customer service background with a focus on quality and outcomes
• Ability to coach, mentor and develop team members
• Excellent communication and interpersonal skills
• Strong problem-solving skills with a proactive, solutions-focused mindset
• Good organisational and time-management skills

What competencies we are looking for?

• Ability to lead and motivate others
• Strong personal sales ability and commercial awareness
• Confidence in providing feedback and supporting team development
• High attention to detail and strong administrative skills
• Ability to remain calm and professional in a fast-paced environment
• Excellent written and verbal communication, particularly in a digital context
• Ability to think on your feet and handle changing priorities
• Passion for delivering exceptional customer experiences

Our Values

Our SMILE values are embedded in everything we do and guide the way we work together:

• Supportive
• Motivational
• Innovative
• Loyal
• Excellent

As an Assistant Manager, you will be a role model of these values, helping to foster a positive and productive team culture.

What it’s like to work for us?

Wherever you work within Hays Travel, you’ll find a friendly, supportive atmosphere where people genuinely care. We invest in our people through training and progression opportunities because we know that developing our teams is key to our success.

We’re also a sociable bunch, with regular team events, company parties, and opportunities to travel abroad on educational trips. Plus, you’ll have access to great discounts for your own holidays.

Hays Travel is committed to safeguarding and promoting the welfare of all colleagues. For relevant roles, we undertake basic checks through the Disclosure and Barring Service (DBS) to ensure the safety of our apprentices and team members.