Operations Manager - Travel Agency Call Centre

About the role

We are a UK‑based travel agency looking for a results‑driven Operations Manager to lead and scale our on‑site call centre in Islamabad. You will be responsible for overseeing daily inbound and outbound sales activities, ensuring high conversion rates and delivering revenue growth.

Key responsibilities

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

Required profile

• Proven experience in a travel agency call‑centre or sales operations.
• Strong knowledge of flight bookings, fares and routes.
• Experience with GDS systems such as Amadeus or Galileo.
• Background in managing a call centre or sales team.
• Strong leadership, decision‑making and pressure‑handling abilities.
• Excellent communication and negotiation skills.
• Experience with Umrah/Hajj is a plus.

Required skills

• Amadeus
• Galileo