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Contact Centre Performance and Capability Manager

Job No: TAD23691464
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 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! 

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Questions

Working with TripADeal

Natasha Pancho

Everyday is different here. From dealing with on tour emergencies, to booking customers on bucket list package holidays. It's so good to learn new things about countries I haven't been to or would have never thought of travelling to. There's always something new to experience here

Zoe Mazlin

I started as a travel consultant less than a year ago, TripADeal has given me the opportunity to learn from other departments, take on new exciting tasks, and develop into a leadership role

Terms & Conditions

TripADeal may collect personal information during the recruitment process including ID information such as your name, postal or email address, telephone numbers, licenses, date of birth, your resume and related material, your work history and education history and any other information we consider necessary for TripADeal’s recruitment process.

TripADeal may collect information directly from you, or where relevant, from a third party with your consent. For example, TripADeal may seek information about your prior employment history through reference checks, your eligibility to work in Australia through a visa status check, or any other information through publically available networking sites such as Facebook, Instagram and LinkedIn. If your application for employment is successful and you are offered employment with TripADeal, as a condition of employment, TripADeal will ask you for evidence of your identity and legal entitlement to work in Australia. We will also ask for personal information, such as emergency contact details, tax file number and bank account details which will form part of your employee file.

TripADeal may use your personal information in order to assess your application for positions at TripADeal and invite you to apply for future positions of interest to you, unless you notify us that you do not wish for this to occur. We may disclose your personal information to related companies of TripADeal for the purpose of enabling those companies to consider you, and contact you, in relation to future positions of interest with TripADeal or its related companies.

TripADeal will store your personal information in accordance with its general privacy policy, available here. If you wish to access or correct any of your personal information held by TripADeal, please use the contact details set out on the privacy policy page.

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