Head of Australian Call Centre

Collette is seeking a Head of Australian Call Centre to join our Australia team. This is a hybrid role based at our Sydney Office. Ideal candidate resides in Sydney or surrounding area.

About Collette: Let Us Show You the World

There has never been a better time to be in the travel industry. See the world, connect with others, and experience the immersive benefits of one of the trendiest industries when you join the Collette team! Collette’s passionate team works hard to fulfill travel dreams and is always looking for talent that will help to shape the company’s future. Being part of the Collette team means having a willingness to grow, a desire to learn and ask questions, and a zest for seeing the world. Collette is all about people. So, what are you waiting for? Your journey starts here.

Job Summary

The Head of Australian Call Centre is responsible for Call Centre Operations and ensuring customer satisfaction. The teams reporting to the Head of Australian Call Centre are: Australian Retail and Groups teams: including Reservation Consultants, Group Specialists, and Outbound Sales Agents. The Head of the Australian Call Centre is responsible for developing strategies to align with organizational priorities, improve customer service, and operational efficiency.

Primary Functions

• Directing all call centre activities to include: the hiring, training and supervision of staff, ensuring performance metrics are met, quality assurance is properly maintained, and overseeing the day-to-day activities.
• Preparation of reports and presenting analysis of data to ensure resources are properly allocated, optimize efficiency, and ensure Call Centre KPIs are met.
• Working closely with the Managing Director, Head of Sales, and Director of Partnerships with the intent of driving business initiatives and providing front line feedback to relevant stakeholders
• Collaborate with Client Care leadership and other departments in the organization to ensure seamless adoption of all Client Care Call Centre goals, objectives, and initiatives.
• Responsible for the hiring, training, and coaching, of the Australian Call Centre.
• Monitors and evaluates employee performance. Holds employees accountable for the attainment of defined goals and objectives. Executes effective performance redirection when needed.
• Oversee Outbound Sales Agent sales goals and techniques, driving sales and new initiatives.
• Foster and maintain relationships with travellers, partners, and group leaders.
• Assist in development of reward, recognition, and motivation techniques to maintain employee satisfaction.
• Authorizing service recovery, replacements, refunds for the Australian Call Centre Team
• Taking on other tasks or projects to support employees, other managers, and call centre operations.
• Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time, holidays, and/or weekends, as needed.
• Ability to travel to meet business requirements. Ability to work hybrid-remote and in office as the business requires.
• Ability to travel for trainings, meetings, and conferences for approximately six weeks annually.
• All other duties as assigned.

Knowledge & Skills

• Thorough understanding of call centre operations, architecture, and guiding principles
• Proven leader with excellent communication skills and practices
• Analytical and problem solver
• Great coach, advisor and mentor
• Proven track record of leading with a high degree of emotional intelligence
• Ability to inspire a team of people towards a common goal
• Process and fact driven, Analytical
• Excellent written and oral communication skills.
• Proficiency with computers, Microsoft Office Applications preferred (i.e. Word, Excel, Outlook).
• Ability to prioritize tasks, meet deadlines and work independently in a fast-paced environment.
• Requires normal physical exertion within an office environment (i.e. sitting, computer and telephone use).
• Will be required to work non-typical hours (i.e. early morning, weekend, or evening shifts)