Global Contiki Contact Centre Manger

**Company Overview**

Way back in '62 one guy had a dream: to show young travellers the world and change their lives in doing so. Over 60 years later and we've perfected the secret formula. One of the most important things we've learnt along the way is to do things with passion or not at all. As Global Contiki Contact Centre Manager you will work with the Contiki Team to drive and deliver the success.

**About the role**
- Create and maintain a sale focused culture within the contact centre to live and breath Contiki, getting as many young travellers to see the world.
- Lead, mentor, and motivate a Contact Centre team to achieve performance targets and deliver exceptional customer experiences.
- Develop and implement strategies to optimise workforce management, ensuring adequate staffing levels to meet service level agreements (SLAs) and customer demand.
- Monitor key performance indicators (KPIs) and metrics to track performance, identify trends, and implement corrective actions as needed.
- Streamline processes and procedures to enhance efficiency and productivity within the contact centre.
- Collaborate with IT and other departments to troubleshoot technical issues and optimise system functionality to support business objectives.
- Generate and analyse reports on contact centre performance, including call volume, response times, customer satisfaction scores, and agent productivity.
- Utilise data-driven insights to identify opportunities for process improvements, resource allocation, and service enhancements.
- Present findings and recommendations to the Head of Customer Operations to inform strategic decision-making.
- Work closely with upper management and the Contiki leadership teams, identify, develop and champion new business solutions.
- Work closely with Head of Contact Centres to discuss and implement initiatives regarding performance, reward and recognition and retention.
- Promote a strong team culture that is aligned with TTC values.

**About you**

To be successful in this role, you will be a strong, engaging, and influential people leader with a proven track record in developing successful sales and service focused teams. You will also:

- Target driven
- Possess demonstrated experience in managing a multi-channel contact centre team at scale with a strong understanding of contact centre operations, including workforce management, performance metrics, and quality assurance processes.
- Bring proven experience developing and executing successful sales plans whilst meeting related performance metrics.
- Demonstrate ability to coach and mentor through effective communication with the ability to inspire and motivate.
- Have a high level of commercial acumen with a proven track record of delivering successful business outcomes.
- Analytical mindset with proficiency in data analysis and reporting tools.
- Demonstrated ability to drive process improvements and implement change initiatives.

**Education and Knowledge**
- Essential - Minimum Year 12 qualifications
- Desirable - Travel/Tourism qualifications
- Highly Desirable - knowledge of Tropics, Genesys, Salesforce & Amadeus

**Work Environment**
- Hybrid working (3 days office), Bondi Junction
- Monday to Friday business hours with flexibility to attend Global meetings out of hours.

**What's in it for you**.
- **Do what you Love** -After your first year, you get an annual travel credit from $1850 to use on any one of our core travel brands.
- **Hybrid working** - Based out of our vibrant Bondi Junction office, take advantage of our hybrid and remote work arrangements.
- **Develop your Career **- We offer a global training calendar, with a mix of virtual, in-person, and e-learning courses.
- **Access** - Receive access to retail discounts and Employee Assistance Program.
- **Giving back** - we give you two paid workdays each year to volunteer to make a difference in causes that are close to your heart too. We believe that travel is a privilege, but with that privilege comes the responsibility; to ensure we have a positive impact on the places we go, the people we meet, and the wildlife we enjoy. We ensure that travel is a force for good and that we MAKE TRAVEL MATTER®.