Call Center Operations Manager

TBO.COM, a leading global travel-tech organization, is seeking an experienced Call Center Operations Manager to lead our lcoal customer support team in Israel.

The ideal candidate will have strong communication skills in Hebrew, English, and additional languages is a big plus). The successful candidate will be a self-motivated, independent professional with experience managing travel operations, especially handling FIT bookings for hotels or equivalent roles in the travel industry.

Responsibilities:

• Lead a customer support team, enhancing overall customer experience
• Oversee daily operations of the online reservation and support system
• Support travel agents via inbound calls, guiding platform navigation and reservation handling
• Monitor daily KPIs and manage the support ticketing system
• Act as an escalation point and facilitate ongoing training and knowledge sharing
• Handle complex customer cases, coordinating with multiple stakeholders
• Drive team performance to meet regional service level agreements (SLAs)
• Manage the support team budget in line with business objectives
• Reporting to Operations Director

Qualifications:

• Minimum of 3 years of experience in a similar call center or operations management role within the travel industry
• Proficient in Microsoft Office, CRM, and BI tools
• Excellent organizational and communication skills
• Ability to manage multiple tasks efficiently
• Strong analytical skills with the ability to understand and interpret operation reports
• Experience working with diverse teams and multiple business units
• Fluent in both verbal and written English and Hebrew

We offer a portfolio of innovative travel products, providing partners with competitive pricing and outstanding service.

Interested? Please apply with your CV in English only.