Call Centre Manager

2 weeks ago

Byron Bay, Australia Happy Travels Australia Full time

**Call Centre Manager - Happy Travels**

**Location**: Byron Bay

**About Happy Travels**:
Happy Travels is the #1 Backpacker Travel Agency in Australia. After a challenging couple of years for the Travel Industry due to Covid-19, Happy Travels has proven that they are here to stay and committed to transforming the lives of their clients and staff. We're more than just a travel agency; we're a passionate team committed to making dreams come true for adventure travelers and tourists. Our mission is to connect backpackers and wanderers with the best tours, activities, and experiences in Australia, Fiji, and New Zealand.

**Role Overview**:As the Call Centre Manager, you'll lead our dynamic team, ensuring exceptional customer service, optimizing processes, and driving performance metrics. If you're a proactive leader with a genuine interest in adventure travel, we want you on board

**Key Qualifications & Skills**:

- Proven experience in call center management.
- Previous experience in the travel or adventure tourism industry is a plus.
- Strong leadership and team management abilities.
- Bachelor's Degree: A relevant degree is preferred but not always required, depending on experience.
- Relevant certifications in call center management or customer service are a plus.
- Minimum 6 months requirement.
- Excellent verbal and written communication skills.
- Familiarity with call center software and CRM systems.
- Track record of meeting/exceeding call center performance metrics.
- Ability to adapt to a fast-paced, dynamic environment.
- Language skills: Additional languages are a bonus.

**Key Responsibilities**:

- Motivate, train, and mentor call center agents.
- Ensure high customer satisfaction levels.
- Develop and implement call center strategies and operational plans.
- Manage the call center budget efficiently.
- Recruit, train, and retain top talent.
- Implement quality assurance measures.
- Generate and analyze call center performance reports.
- Ensure adherence to company policies and industry regulations.

**Benefits**:

- Salary: $60-100k OTE, based on experience and targets hit.
- Fun work environment.
- Free adventure travel experiences.
- Annual leave & personal/sick leave.

**Work Schedule**: Full-time, Monday to Friday.

Join us and be a part of a team that's committed to making dreams come true for adventure travelers. At Happy Travels, we're more than just a travel agency; we're a passionate team dedicated to transforming lives.

**Job Types**: Full-time, Permanent

**Salary**: $30.00 - $35.00 per hour

**Benefits**:

- Employee discount
- Employee mentoring program
- Referral program

Schedule:

- 8 hour shift
- Day shift

Supplemental pay types:

- Commission
- Performance bonus

Application Question(s):

- Do you currently hold a visa to work in Australia? If yes, when does it expire and do you plan to complete your 88 days to extend it?
- Have you travelled the East Coast of Australia?

Work Location: In person

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