Call Centre Leader –

6 days ago

Brisbane, Queensland, Australia Alloggio Pty Ltd Full time

Company overview

Alloggio Group is Australia's leading provider of professionally managed short-term rental accommodation.

With a growing portfolio of over 30 localised brands across Australia and New Zealand, we are dedicated to delivering exceptional guest experiences and high-performing results for property owners. Our central team in Brisbane supports a rapidly scaling network of regional operations.

About the Role

We are seeking an experienced Call Centre Leader to lead and manage our onshore contact centre team, as well as our offshore support teams. This is a hands‑on leadership role responsible for service delivery, team performance, and continuous improvement across a multi‑site, high‑volume hospitality environment.

You will be accountable for ensuring consistent, high‑quality customer service outcomes for guests and owners, while driving operational efficiency and strong team engagement across all locations.

Key Responsibilities
  • Lead day‑to‑day operations of the contact centre across onshore and offshore teams
  • Manage Team Leaders and Reservations specialist to achieve service, quality, and productivity KPIs
  • Ensure consistent service standards, processes, and customer experience across all locations
  • Monitor call volumes, response times, workforce planning, and rostering requirements
  • Act as an escalation point for complex guest, owner, and operational issues
  • Analyse performance data and reporting to identify trends and improvement opportunities
  • Drive quality assurance, coaching, and continuous improvement initiatives
  • Partner with offshore providers to ensure service levels, cultural alignment, and contractual obligations are met
  • Collaborate with internal stakeholders including Operations, HR, IT, and Finance
  • Ensure compliance with company policies, privacy obligations, and relevant employment legislation
About You

You are a confident and commercially minded people leader with experience managing contact centre operations across multiple locations. You thrive in a fast‑paced hospitality or service environment and are passionate about delivering outstanding customer experiences.

Skills & Experience

Essential:

  • Proven experience leading a call centre or contact centre operation
  • Demonstrated experience managing offshore teams or third‑party providers
  • Strong people leadership and performance management capability
  • Experience working to service level, quality, and productivity KPIs
  • Strong communication, problem‑solving, and stakeholder management skills

Desirable:

  • Experience in hospitality, tourism, or short‑term accommodation
  • Exposure to workforce management systems and CRM platforms
  • Experience driving service improvement or customer experience initiatives
What We Offer
  • The opportunity to work with household names in the tourism sector
  • Collaborative and values‑driven culture
  • Competitive remuneration package aligned to experience
  • Career development and growth opportunities

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