Director of Customer Experience

1 day ago

Bondi Junction, New South Wales, Australia The Travel Corporation Full time
{"title": "Head of Contact Centre", "description": "About the Role

As the Head of Contact Centre Oceania at The Travel Corporation (TTC) Tour Brands, you will lead our contact centre in Bondi Junction, which plays a pivotal role as part of a global 24/7 contact centre operation. Guiding a team of 70 dedicated professionals, this is a key leadership role, reporting directly to the Managing Director of TTC Tour Brands.

Your primary focus will be on converting opportunities that flow through our contact centre, ensuring global training and processes are flawlessly executed, and fostering a positive, high-performance culture. You will be instrumental in driving key performance indicators, including conversion rates per channel, attrition, average handle time, speed to answer, and budget adherence.

Key Responsibilities
  • Lead and mentor a team of 8 direct reports, including performance leaders, to achieve and exceed set KPIs.
  • Oversee and optimise contact centre operations to ensure efficient handling of global calls, with a focus on customer satisfaction and service excellence.
  • Develop and implement strategies to enhance team performance, reduce attrition, and improve overall customer experience.
  • Manage budgets effectively, ensuring all financial targets are met.
  • Foster a collaborative and positive culture, ensuring alignment with global training and processes.
Requirements
  • Proven leadership experience in a contact centre environment, preferably within the travel or service industry.
  • Strong understanding of sales processes and experience in converting leads into sales.
  • Excellent communication and interpersonal skills, with the ability to inspire and lead a diverse team.
  • Experience with global operations and managing remote teams is highly desirable.
  • Ability to manage your own time effectively, especially when dealing with global calls and a hybrid working environment.
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.
Why Work with Us?
  • Flexible Work Arrangements: Balance of in-office and work-from-home options.
  • Wellbeing Support: Access to extensive employee assistance and wellbeing programs for you and your family.
  • Travel Discounts: Generous domestic and international travel discounts for you, your family, and friends.
  • Learning & Development: Career development and personal growth opportunities.
  • Love for Travel Benefit: Annual travel credit of $1850 after your first year to use on any core travel brands.
  • Team Engagement: Two team engagement days per year.
  • Volunteer Leave: Two days paid leave per year for volunteer opportunities.
  • Parental Leave: 12 weeks paid parental leave for eligible employees.
"}

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