Head of Customer Experience & Contact Centre Operations (On-site), Byron Bay HQ/Gold Coast
Job No:
TAD23691360
Location:
Multiple
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.
The Opportunity
As a key member of the Leadership Team, this newly created role will shape and enhance the service experience at TripADeal, while ensuring business operations run efficiently and effectively.
With a strong focus on optimisation and automation, this role will drive improvements across the service function to deliver high-end customer experiences and execute the delivery of the customer strategy while driving cost optimisation and sales productivity.
This position plays a critical role in spearheading operational and workforce management improvements by identifying areas of strength and areas of development, elevating TripADeal’s customer experience capability, driving business success, and enabling travel dreams to come true.
Organisational Structure
Reporting to the Chief Customer Officer, this role requires a presence across all TripADeal sites including our Byron Bay HQ and Varsity Lakes office. This is a full-time, permanent position working 100% onsite from Monday to Friday, 8-4pm or 9-5pm - you choose!
This role will directly manage a small team of direct reports and up to 100 indirect reports, as well as work closely with key internal cross-functional teams and external vendors to achieve goals and objectives.
A Day in the Life
- Strategically lead the customer and contact centre teams to deliver a seamless, high-quality service experience across all customer touchpoints.
- Define clear performance objectives and implement proactive and reactive strategies to achieve them.
- Develop and maintain reporting frameworks that provide visibility into customer and business performance, enabling data-driven decision-making.
- Partner with key business areas to identify and implement initiatives that enhance customer outcomes while optimising operational costs.
- Develop and implement structured onboarding programs that ensure new hires reach key performance milestones efficiently while collaborating with leadership and operational teams to ensure training programs align with business objectives and service expectations.
- Leverage workforce analytics to drive strategic decision-making around capacity planning, scheduling, and operational adjustments.
- Design, deliver, and execute the optimal business support model to enable TripADeal to deliver opportunities that result in increased customer activity and drive revenue cost-effectively.
Work with suppliers to ensure TripADeal’s objectives are met, establishing supplier KPIs for all service dimensions and business operations. - Oversee the development and implementation of policy, procedures, quality and training guidelines for suppliers to ensure customer service delivery experience is in line with TripADeals core values.
- Develop and execute a transformation strategy that improves conversion, cost efficiency and reduces travel consultant manpower requirements without impacting service quality.
- Manage and control budgets for the Contact Centre Unit, ensuring alignment with company-wide financial targets and transformation objectives.
To Be a Front Running Candidate
- 10+ years of experience, including experience in managing an offshore team across business support functions
- Experience in managing training and quality within an outsourced model and being able to deliver proven results
- Tertiary qualifications in commerce, business, or a related discipline
- Strategy development and implementation with business case development capabilities
- Proven experience in the management of Contact Centre and Business Operations functions - onshore and offshore
- Experience in managing training and quality within an outsourced model and being able to deliver proven results
- Workforce management, budget management and forecasting experience in an operational environment
- Customer-centric, results and goal-oriented
- Strong business acumen with a practical focus
- Demonstrated ability to influence and negotiate positive outcomes at senior levels
- Strong commitment to business improvement and ability to drive change and make things happen
- Proven and strong analytical and problem-solving skills
- Highly self-motivated with a strong team spirit
- Excellent interpersonal and communication skills, both written and verbal, with the capability to interact effectively with senior management
- Successfully maintain a Qantas Security Background Check
- Passion for travel and industry knowledge is a plus!
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
- 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
See your next destination as Head of Customer Experience & Contact Centre Operations for TripADeal? Your future pathway is just one click away. Apply now!
