Call Centre Manager

1 day ago

Melbourne, Victoria, Australia Veriu Group | Veriu Hotels & Suites | Punthill Apartment Hotels Full time
Overview

Welcome to Veriu Group. Our Corporate Office is located on St Kilda Road in Melbourne. We foster a flat structure that encourages growth, collaboration, and the freedom to make a difference. We value Relationship-Focused, Integrity, Personal Growth and Ownership Mindset.

We operate Punthill Apartment Hotels and Veriu Hotels & Suites with 25 hotels across Australia and a plan to grow to 80 hotels by 2030.

To learn more about us, visit our website at https://veriu.com.au/about-us/ or https://punthill.com.au/about-us/.

Responsibilities

This is an excellent chance for an energetic and ambitious individual with strong call centre experience, leadership skills, team orientation, interest in sales and a passion for delivering excellent customer service and strong team results to join an equally motivated team and really make a difference.

  • Guide the Customer Relations & Contact Centre Team towards achieving high levels of success by setting exemplary standards in customer engagement and transforming inbound inquiries into business opportunities through tailored and genuine service.
  • Lead from the front on the floor, listening to calls, giving real-time feedback, and stepping in when needed. Model the expected standard by taking calls, running short refreshers and role-play scenarios.
  • Motivate the team by celebrating wins, recognising great calls, and setting achievable goals. Act as the go-to for escalations and ensure operations run smoothly after hours.
  • Develop ongoing improvement and growth plans tailored to each agent's experience, skillset and performance, and help team members grow into more senior roles.
    • Provide role modelling, coaching and development to build a high-performing team focused on positive customer interactions that support individual and business success.
    • Build a lead-generation culture, streamline processes, and develop team talent for future growth.
    • Recruit, develop and manage Customer Relations Agents; strive for department conversion rates and targets with a focus on extended stays.
    • Proactively capture and convert inbound inquiries while upholding Veriu Values and culture.
    Key responsibilities
    • Team Leadership & Coaching
    • Service & Sales Delivery
    • Customer & Relationship Management
    • Call Centre Operations
    • Growth & Continuous Improvement
    • Recruitment, development and management of Customer Relations Agents
    • Achievement of department metrics and targets
    • Proactive capture and conversion of inbound inquiries
    • Represent Veriu Values and culture
    Qualifications

The successful candidate must have:

  • Minimum of 2 years experience in a call centre environment
  • 1-2 years of demonstrated experience in a role managing and leading a team
  • Approved Australian working rights
  • Demonstrated ability to develop strong working relationships and to develop others
  • Excellent written and verbal communication with a collaborative mindset
  • High standards of accuracy and attention to detail
  • Desire to lead by example and set new standards of success
  • Willingness to travel to hotels for onboarding site inspections (one or two interstate overnight trips)
Employment type
  • Full-time
Seniority level
  • Mid-Senior level
Industries
  • Hospitality

EA statements and employee benefits are applicable to eligible candidates.


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