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Senior Manager of Customer Experience and Contact Centre Operations

1 month ago

Sydney, New South Wales, Australia The Travel Coorporation Full time

At The Travel Corporation, we're looking for a seasoned professional to take on the role of Senior Manager of Customer Experience and Contact Centre Operations.

The ideal candidate will possess excellent leadership skills, with a proven track record of driving sales revenue and delivering exceptional customer experiences.

About the Role
  • We are seeking a motivated individual who can lead by example, collaborate effectively with our marketing and sales teams, and oversee the day-to-day operations of our contact centre.
  • The successful candidate will be responsible for managing a team of contact centre staff, mentoring them to excel in both customer service and sales performance.

We estimate the salary for this position to be around $85,000 - $110,000 per year, depending on experience.

Responsibilities:

The Senior Manager of Customer Experience and Contact Centre Operations will be responsible for:

  • Optimizing contact centre performance to maximize sales opportunities and deliver exceptional service.
  • Working closely with the marketing and sales teams to develop and execute sales strategies aligned with business objectives and customer needs.
  • Mentoring and supporting contact centre staff to excel in both customer service and sales performance.
  • Analysing sales and contact centre performance data to identify trends, opportunities, and areas for improvement.

Requirements:

To be successful in this role, you will need:

  • A Bachelor's degree in business administration, marketing, or a related field (or equivalent work experience).
  • Proven experience in contact centre management and sales leadership, with a focus on driving sales revenue and customer satisfaction.
  • Strong leadership and communication skills, with the ability to motivate teams and collaborate effectively with colleagues.
  • Analytical mindset with the ability to interpret data and make data-driven decisions.
  • Familiarity with contact centre technologies, CRM systems, and sales processes.

What We Offer:

  • A competitive salary package.
  • Opportunities for professional development and advancement.
  • A supportive and collaborative work environment focused on driving success.