Operations Manager - Job Description - DOC

							                                                                                             Effective for: 2012

                                JOB DESCRIPTION & ANNUAL ACCOUNTABILITIES

NAME:
POSITION TITLE:                 Industry Sales & Reservations Team Leader, UK & Ireland
DEPARTMENT:                     Sales
REPORTING TO:                   Sales Director, UK & Ireland
INDIRECT REPORTING TO:          Global Sales Operations Manager (Australia)
DIRECT REPORTS:                 Adventure Specialists, Industry Sales


POSITION PURPOSE:
The position's primary purpose is to maximise the industry sales of all Intrepid/The Adventure Company product and to
optimize the level of customer service provided in the sales process. This is a selling manager role and is responsible for
the day to day management of the UK industry sales department and the achievement of their annual goals. This role
will also include managing retail support.

QUALIFICATIONS AND EXPERIENCE
Experience in managing a large department
Experience with telephone & email based customer service & sales
Personal and professional travel experience with travel diploma/certificate preferred
Management training and/or qualifications advantageous
Experience with and understanding of computer reservations systems required
Experience managing an air consolidation sales centre with knowledge of a GDS
Significant experience within the travel industry and/or sales call centre required

OTHER SKILLS AND ATTRIBUTES

Outstanding organisational skills
Ability to work autonomously
Capacity to manage people, resources and budgets
Understanding of cross-department dependencies & ability to work productively with all areas of the business
Initiative to develop and implement continuous improvement of methods for Intrepid's/The Adventure Company’s
     reservations function
Committed to exceptional standards of customer service
Excellent communication and delegation skills
An understanding of and belief in Intrepid’s Responsible Travel philosophy
An ability to work and manage a team on a 6 day roster – Monday through to Saturday
Friendly, flexible, adaptable
Team player
Responsible and reliable
Knowledge of and passion for Intrepid’s style of travel



Annual Operational Accountabilities                                      Benchmark Measure
1.Achieve regional annual sales targets                                   Gross $ revenue per new lead received.
                                                                              High % of phone service level
                                                                              average longest response time - all email
                                                                               boxes
                                                                            Average feedback ratings from agents
2.Effective & Efficient Customer Service                                    Compliant handling
3.Team management, support and development                                  Sales group ranking of job satisfaction through
                                                                             staff survey
                                                                            Staff performance ratings
                                                                                Oversee the performance and
                                                                           development of all staff within the team
                                                                          Bi-yearly reviews
                                                                          Attendance at all training
                                                                           sessions/usage of training materials

4.Reporting                                                        Monthly report submitted to Managing Director
                                                                   and Global Sales Operations Manager on stats,
                                                                   performance for team
                                                                   Weekly stat reporting completed in conjunction
                                                                   with the global team requirements
5.Recruitment, Staffing and productivity                                Oversee all staffing needs and
                                                                           recruitment, complying with company
                                                                           allocation
                                                                        Increase $ sales per FTE
                                                                    Oversee the roistering/payroll/leave for team



Performance Pay Goals                                              Measures & Targets




OTHER REQUIREMENTS:
To attend sales, office and reservations meetings as scheduled
To attend the annual Company Product Weekend or other company related activity
Valid passport and ability to travel
Be willing to support travel show events and exhibitions as required