Contact Centre Performance and Capability Manager
Vor 3 Tagen
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 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 Flexible work hours 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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Impactful Contact Centre Performance
Vor 3 Tagen
Byron Shire Council, Österreich TripADeal VollzeitA dynamic travel company in Australia is seeking a Contact Centre Performance & Capability Manager to architect the future of their contact centre operations. You will design and embed best-in-class QA and capability frameworks while enhancing team performance and supporting continuous improvement. This permanent full-time role is based onsite, offering...
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CX Excellence Lead: Contact Centre Performance
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Byron Bay, Österreich LifeFlight Australia Limited VollzeitA travel company is looking for a Contact Centre Performance and Capability Manager to enhance operations at their Byron Bay or Gold Coast offices. The role involves architecting QA, WFM, and performance frameworks and driving continuous improvement. Candidates should have contact centre experience, strong analytical skills, and excellent communication...
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Contact Sales Centre Performance Leader
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Council of the City of Sydney, Österreich The Travel Corporation VollzeitJoin to apply for the Contact Sales Centre Performance Leader role at The Travel Corporation Job Details Job Title: Team Leader Contact Centre Location: Bondi Junction, Sydney (Hybrid) Company: AAT Kings Group Salary: $80,000 per annum About the Company For over 100 years, AAT Kings has been bringing the wonders of Australia and New Zealand to life. From...
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Council of the City of Sydney, Österreich Nsw Health VollzeitOverview Join to apply for the Manager Service Capability and Performance role at NSW Health. The Executive and Ministerial Services Branch at Ministry of Health is seeking a highly motivated Manager Service Capability and Performance to join our Branch in an ongoing (permanent) opportunity to contribute to health outcomes across NSW Health. The role is a...
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Technical Contact Centre Manager
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North Sydney Council, Österreich Peoplebank VollzeitTechnical Contact Centre Manager – Peoplebank We are seeking a hands‑on Technical Contact Centre Manager to lead a team of engineers and support specialists in a 24/7 environment. You will manage a portfolio of Federal and commercial customer accounts, ensuring the delivery of high‑quality technical support, timely incident resolution, and service...
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Technical Manager | Contact Centre Technology
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Council of the City of Sydney, Österreich Talent VollzeitTechnical Manager | Contact Centre Technology & Leadership Direct message the job poster from Talent Role Overview We are seeking a Manager in the Contact Centre space. You could have previously had any of the following job titles Technical Support Manager Technical Manager Operations Manager Service Delivery Manager. In this position, you will manage a team...
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Director, Managed Contact Centre Services
vor 2 Wochen
Council of the City of Sydney, Österreich Peoplebank Australia NSW VollzeitDirector, Managed Contact Centre Services Peoplebank is partnering with a leading enterprise organisation to recruit an accomplished senior leader for the role of Director, Managed Contact Centre Services. This is a pivotal executive-level position responsible for the strategy, transformation, and operational delivery of managed contact centre services...
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Director, Managed Contact Centre Services
vor 3 Wochen
Council of the City of Sydney, Österreich at VollzeitDirector, Managed Contact Centre Services Peoplebank is partnering with a leading enterprise organisation to recruit an accomplished senior leader for the role of Director, Managed Contact Centre Services. This is a pivotal executive-level position responsible for the strategy, transformation, and operational delivery of managed contact centre services...
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Director, Managed Contact Centre Services
vor 2 Wochen
Council of the City of Sydney, Österreich Peoplebank VollzeitDirector, Managed Contact Centre Services Peoplebank is partnering with a leading enterprise organisation to recruit an accomplished senior leader for the role of Director, Managed Contact Centre Services. This is a pivotal executive-level position responsible for the strategy, transformation, and operational delivery of managed contact centre services...
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Contact Centre Consultants
vor 3 Wochen
Wollongong City Council, Österreich IMB Bank VollzeitOverview At IMB Bankwe are always keen to talk to technology savvy Contact Centre enthusiasts who are motivated by success, who enjoy the rewards and recognition of going the extra mile, and who get a genuine buzz out of helping customers. As an IMB Consultant your aim is to provide the ultimate service experience to our customers nationally in relation to...
