Contact Centre Performance and Capability Manager
Vor 5 Tagen
Contact Centre Performance and Capability Manager Add expected salary to your profile for insights Tripadeal is creating a brand-new role for an ambitious Contact Centre Performance & Capability Manager to architect the future of our contact centre operations. This is your chance to design, build, and embed best‑in‑class QA, WFM, reporting, change management and capability frameworks from scratch. You will be the pivotal leader who uplifts team performance, drives continuous improvement, and partners directly with senior leadership to cement an exceptional customer experience. This role plays a critical part in establishing scalable operations and supporting long‑term growth. Organisational Structure You’ll report to our Head of Customer Experience & Contact Centre Operations, working closely with Operations, Product, Tech, Marketing and Leadership teams. As the Contact Centre support teams grow, you’ll directly lead people in key support roles, while influencing a broader team of 3‑4 support functions across QA, Reporting and WFM. This permanent full‑time position is 100% onsite at our Byron Bay Headquarters or our Gold Coast Varsity Lakes office, working Monday to Friday, 8‑4pm or 9‑5pm – your choice. A Day in the Life Build and implement the Contact Centre QA program, workflows and capability frameworks. Deliver reporting, analytics and insights to drive performance and operational decision‑making. Design and deploy process improvement initiatives that increase efficiency and remove friction. Support the delivery of continuous improvement projects across systems, people, and operations. Identify capability gaps and implement training and development plans to uplift performance. Maintain strong collaboration with leaders to ensure alignment with business strategy and customer experience goals. To be a Front Running Candidate Proven experience in a contact centre environment across QA, WFM, performance, capability, or reporting. Strong analytical skills with advanced proficiency in Excel/Sheets. Ability to collaborate across departments and influence operational outcomes. Confident problem‑solver who can operate autonomously and navigate ambiguity. Experience with Salesforce or Amazon Connect is highly regarded but not essential. Excellent communication skills with the ability to manage multiple projects and lead through change. Why TripADeal? Competitive salary package, training & career progression Fun, casual work environment where shoes are optional Regular social get togethers Staff travel discounts on air travel, accommodation and holidays $1,040 per annum of Subsidised gym memberships & corporate Fitness Passport access Novated leasing and salary packaging available Employee Assistance Program Savings and discounts on groceries, shopping, entertainment, and more Volunteer leave as part of giving back to the local community to give back to the local community Generous parental leave support program with paid superannuation during paid & unpaid parental leave Be part of a company that is one of a kind in its culture, spirit and passion. Join a proud & growing team that offers quality, hassle free & affordable travel experiences. See your next destination as Head of Flights for TripADeal? Your future pathway is just one click away. Apply now #J-18808-Ljbffr
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Gold Coast City, Österreich LifeFlight Australia Limited VollzeitContact Centre Performance and Capability Manager Location: Byron Bay/Varsity Lakes The Opportunity Tripadeal is creating a brand-new role for an ambitious Contact Centre Performance & Capability Manager to architect the future of our contact centre operations. This is your chance to design, build, and embed best-in-class QA, WFM, reporting, change...
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Gold Coast City, Österreich TripADeal VollzeitContact Centre Performance and Capability Manager TripADeal, Varsity Lakes, Queensland, Australia TripADeal is creating a brand-new role for an ambitious Contact Centre Performance & Capability Manager to architect the future of our contact centre operations. This is your chance to design, build, and embed best‑in‑class QA, WFM, reporting, change...
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Contact Centre Performance
Vor 3 Tagen
Gold Coast City, Österreich TripADeal VollzeitA leading travel arrangements company seeks a Contact Centre Performance & Capability Manager to design and implement QA and capability frameworks. This onsite role based in Gold Coast involves optimizing performance, driving improvements, and collaborating with senior leadership to enhance customer experience. Ideal candidates will have a contact centre...
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Lead, Contact Centre Performance
Vor 5 Tagen
Gold Coast City, Österreich at VollzeitA dynamic travel company is seeking a Contact Centre Performance and Capability Manager to architect the future of their operations. This role involves designing and embedding best-in-class QA and capability frameworks, driving continuous improvement, and ensuring exceptional customer experiences. Located on the Gold Coast, this full-time position offers a...
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Contact Centre Manager Shannons
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Contact Centre Manager
vor 2 Wochen
Logan City, Österreich Probe CX VollzeitAt Probe CX, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we're no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than...
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Contact Centre Operations Lead
vor 4 Wochen
Gold Coast City, Österreich BUSY Ability VollzeitOur purpose is to make skills, education and employment accessible to every person, so they can create their own world of unbounded possibilities. About The BUSY Group… The BUSY Group is a not-for-profit organisation which presents 45 years experience as a community partner. With multiple business entities operating across 100+ locations Australia-wide and...
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Contact Centre Operations Lead
vor 2 Wochen
Gold Coast City, Österreich at VollzeitOur purpose is to make skills, education and employment accessible to every person, so they can create their own world of unbounded possibilities. About The BUSY Group… The BUSY Group is a not-for-profit organisation which presents 45 years experience as a community partner. With multiple business entities operating across 100+ locations Australia-wide and...
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Contact Centre Consultant
vor 2 Wochen
Gold Coast City, Österreich Davidson VollzeitContact Centre Consultant (JN - ) Southport, Gold Coast, Australia Salary: AUD32 - AUD33 per hour + Super About the Company Our client is a leading Australian-owned business in the strata management industry, with a trusted reputation and a network of 30 branches across the country. Backed by over 70 years of experience, they pride themselves on delivering...
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Contact Centre Consultant
vor 1 Tag
Gold Coast City, Österreich Davidson VollzeitContact Centre Consultant (JN - Location: Southport, Gold Coast, Australia Salary: AUD32 - AUD33 per hour + Super About the Company Our client is a leading Australian-owned business in the strata management industry, with a trusted reputation and a network of 30 branches across the country. Backed by over 70 years of experience, they pride themselves on...
