Reservations Contact Centre Manager at Tourism Holdings Ltd

Auckland, Auckland, New Zealand -

Full Time

Start Date

Immediate

Expiry Date

22 Jul, 26

Salary

0.0

Posted On

23 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Contact centre management, Workforce management, Leadership, Coaching, Sales management, Data literacy, Continuous improvement, Technology roadmap, Product management, Strategic planning, Performance management, Customer experience, Change management, Capacity planning, Analytics

Industry

Travel Arrangements

Description

Tourism Holdings Limited (thl) is the world’s largest provider of commercial RV rentals. Across Australia and New Zealand, our Rentals business helps thousands of guests create unforgettable journeys every year. We’re now looking for an experienced Reservations Contact Centre Manager to lead our omnichannel reservations operation and help shape how customers engage with thl. The role: As Reservations Contact Centre Manager, you will lead a high-performing, multi-channel contact centre supporting Australia and New Zealand Rentals. Reporting to the Head of Commercial – AU/NZ Rentals, this role owns end-to-end contact centre performance across service, sales, cost, quality, workforce management, and continuous improvement. You will also play a pivitol role in driving the Reservations Contact Centre technology and product roadmap, ensuring our tools, platforms and ways of working evolve with customer expectations, commercial priorities and emerging technology. Key responsibilities: Lead and develop Team Leaders and contact centre crew, building a coaching-led, high-performance culture. Own service, sales, revenue, conversion and cost-to-serve outcomes across all contact centre channels. Direct workforce management including forecasting, capacity planning, shift design, scheduling and intraday management. Own contact centre technology and product roadmap in partnership with thl Digital, including platform, QA, WFM and analytics tooling. Drive continuous improvement using data, insights and frontline feedback to reduce customer effort and rework. Establish and maintain strong quality, compliance and escalation management frameworks. Lead change initiatives and adoption of new tools, including automation and AI-enabled capabilities. Ensure sustainable rosters, team wellbeing, operational resilience and compliance with AU/NZ consumer requirements. What you'll bring: 5+ years’ experience in contact centre operations across service and/or sales environments. Proven leader-of-leaders experience with the ability to coach, develop and inspire leaders. Strong workforce management capability across forecasting, scheduling and intraday practices. Commercial acumen with experience driving revenue, conversion and pricing discipline. Comfort owning or co-owning contact centre technology and product improvement roadmaps. High data literacy with the ability to translate insights into practical actions. Experience in travel, tourism or complex reservations environments is advantageous. Knowledge of Australian and New Zealand consumer law, complaints handling and privacy obligations is desirable. Why join thl At thl, our people create extraordinary holidays for customers from around the world. You’ll join a values-led organisation with iconic brands, global scale and a genuine commitment to wellbeing, development and innovation. This role offers the opportunity to make a real commercial and customer impact while shaping the future of contact centre operations across two markets. How to apply: Apply with your CV and a brief cover letter outlining your leadership experience and approach to contact centre performance and customer experience. Thank you for your application, We are an equal opportunity employer and we aim to recruit a diverse range of people with a diverse range of talents to help us achieve our goals. Note that only selected candidates will be contacted. Your privacy is important to us. Our privacy policy explains how we collect, process, use, store and disclose your personal data, as well as your rights associated with that data. This policy is provided in a layered format so you can click through to the specific areas set out below. Please also use the Glossary at the end of the document to understand the meaning of some of the terms used. https://www.thlonline.com/privacy

Responsibilities

The Reservations Contact Centre Manager will lead a high-performing, multi-channel team to drive service, sales, and operational efficiency across Australia and New Zealand. This role is responsible for managing the technology roadmap, workforce planning, and fostering a culture of continuous improvement and coaching.