Some of your key responsibilities will include:

• Leading the day-to-day operations of the Customer Experience Centre across voice, email, web and digital channels
• Coaching, supporting and developing Team Leaders to effectively lead their teams and drive performance
• Managing workforce planning, forecasting, rostering and capacity to ensure the centre is appropriately resourced
• Monitoring performance against service levels, quality, productivity, customer satisfaction and revenue targets
• Using operational data and performance trends to identify risks, opportunities and areas for improvement
• Driving commercial performance across conversion, upselling and cross-selling
• Managing complex customer escalations and supporting effective service recovery
• Working with Team Leaders to address performance and conduct matters in a timely and consistent way
• Partnering with the QA and Training Lead to identify capability gaps and support targeted development
• Maintaining oversight of quality, booking accuracy, customer record integrity and operational processes
• Preparing and presenting operational, performance and commercial reporting
• Supporting the adoption of new systems, technology and process improvements
• Building strong relationships across the business to ensure a consistent customer experience
• Acting as deputy to the Head of Customer Experience Centre when required

WHAT YOU’LL BRING

We are looking for someone who is an experienced operational leader and enjoys balancing people leadership, customer experience and commercial performance.

You will ideally bring:

• 5–7 years’ experience within a contact centre, hospitality reservations or guest services environment
• At least 2–3 years’ experience in a Team Leader, Supervisor or similar leadership role
• Experience leading frontline teams in a fast-paced customer environment
• Strong experience managing KPIs, service levels and operational performance
• Demonstrated workforce planning, forecasting and rostering experience
• Experience driving sales, conversion or revenue performance
• Strong coaching and people leadership capability
• Confidence managing customer escalations and service recovery
• Strong analytical skills and the ability to use data to inform decisions
• Excellent communication and stakeholder management skills
• Sound judgement and the ability to remain calm and solutions-focused when priorities change
• Experience across systems such as SynXis, RMS, IDeaS, Genesys and HubSpot would be highly regarded.

Desirable experience or exposure includes:

• Hospitality, tourism, accommodation or holiday parks
• Leading Team Leaders or other frontline leaders
• Quality assurance frameworks
• Workforce management systems
• Multi-site or Australia and New Zealand operations
• Change, transformation or centralisation projects