Contact Centre Manager

Role Overview

We are seeking a dynamic and results-driven Contact Centre Manager to join our team on a maternity cover fixed-term contract. This role is pivotal in creating and sustaining a sales-focused culture within the contact centre, ensuring exceptional customer experiences, and driving performance to meet our business objectives.

Key Responsibilities

• Sales Culture:
  Foster a strong sales-focused environment within the contact centre.
• Leadership:
  Lead, mentor, and motivate the team to achieve performance targets.
• Operations Management:
  Oversee all aspects of contact centre operations, including inbound/outbound calls, email, and live chat support.
• Strategy Development:
  Develop and implement strategies to optimise workforce management, ensuring adequate staffing levels to meet SLAs and customer demand.
• Performance Monitoring:
  Track KPIs and metrics to identify trends and implement corrective actions.
• Process Improvement:
  Streamline processes to enhance efficiency and productivity.
• Collaboration:
  Work with IT and other departments to troubleshoot issues and optimise systems.
• Reporting:
  Generate and analyse performance reports and present findings to the Head of Contact Centre.
• Data-Driven Decisions:
  Use data insights to identify opportunities for improvement and resource allocation.
• Team Culture:
  Promote a strong team culture aligned with TTC values.
• Strategic Initiatives:
  Work with upper management on new business solutions and performance initiatives.

Qualifications

• Experience:
  Proven track record in managing a multi-channel contact centre team with a strong understanding of operations, workforce management, performance metrics, and quality assurance.
• Sales:
  Experience in developing and executing successful sales plans.
• Leadership:
  Strong ability to coach, mentor, inspire, and motivate teams.
• Technical Knowledge:
  Familiarity with contact centre technology platforms and software applications (desirable).
• Commercial Acumen:
  High level of commercial understanding with a track record of successful business outcomes.
• Analytical Skills:
  Proficiency in data analysis and reporting tools.
• Process Improvement:
  Ability to drive process improvements and implement change initiatives.

Education

• Desirable:
  Travel/Tourism qualifications.
• Highly Desirable:
  Knowledge of Tropics, Genesys, Salesforce &
  Amadeus.

Work Environment

• Location:
  Hybrid working model with 3 days in the Bondi Junction office.
• Hours:
  Monday to Friday business hours with flexibility for global meetings outside standard hours.

About Us:

Join The Travel Corporation (TTC), a global family-owned business with over a century of experience in the travel industry. Our commitment to exceptional service, quality, and value has earned us a reputation for creating enriching experiences across 70 countries. Be part of our ethos of being 'Driven by Service' as we design and deliver immersive, innovative, and responsible travel experiences across our 40 award-winning brands.

If you are a strong, engaging, and influential leader with a passion for sales and customer service, we invite you to apply for this exciting opportunity to make a significant impact within our contact centre and contribute to creating unforgettable moments for our guests.