Support Centre Manager

3 weeks ago

Sydney, New South Wales, Australia Corporate Travel Management Full time
Opportunity to develop your career in this specialist role

  • Salary + Super, Travel Discounts, Wellness benefits
  • CBD Location, WFH Flex options

About CTM

CTM is an award-winning provider of innovative and cost-effective travel management solutions to the corporate, events, leisure and loyalty travel markets.

Its proven business strategy combines personalised service excellence with client-facing technology solutions to deliver a return on investment to clients.

CTM was founded in 1994 in Brisbane, and today is one of the largest travel management companies in the world

Summary of Role
Working with the national support team on Tramada Systems.


The day-to-day management of the Support Centre responsibilities include; effective resource allocation, active ownership of query lifecycle processes that delivers on service level agreements and key metrics including quality assurance scorecard, creation and maintenance of the support centre manual, Client escalations (of support queries), formal client broadcasts, services including formal Support Welcome calls, provision of dedicated and or onsite support, health checks and optimisations, trend analysis and reporting when required.


Key Responsibilities

  • Manage and operate the Support Centre as the single point of contact for our external customers
  • Act as a management escalation point (internally and externally) for all support related queries. Ensure the successful implementation of Business initiatives in context of Support.
  • Coordinate and optimise the use of resources (internal and external) to deliver services within agreed service levels and operating metrics.
  • Implement and maintain Support Centre procedures including the management and communication of knowledge required to deliver services.
  • Travel may be required from time to time
  • Responsible for communicating with stakeholders in line with the Tramada brand guidelines

Why CTM?

As a global organisation CTM offer a range of employee discounts which include travel discounts, Health and Wellness perks, Training and Development opportunities.

The Travel industry is well and truly back - we can offer a strong, established, and stable work environment which will support your career development.


Employee well-being and flexibility is part of our DNA - we offer blended work arrangements with hybrid WFH flexibility, competitive shifts, Wellness and Chill-out days, Annual Volunteer Day and strong sustainability focus.

APPLY NOW to get started with your career at CTM.

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