Position Summary
Costco Travel is seeking a motivated and driven candidate to oversee all aspects of Costco Travel call centre operations. They will be responsible for understanding, teaching, and maintaining Costco’s culture, core values, and ethics through daily interactions with the call centre management and staff. They will oversee staffing levels, key performance indicators, IVR management (phone tree), training and forecasting related to the call centre. Other primary responsibilities include managing member communications, member service management and handling member escalations. The position will coordinate frequently with the Travel Operations groups in Issaquah to stay aligned with global policies and procedures and implement them in Australia. They will work towards efficiencies in the call centre to save costs and provide improved member experiences. Our ideal candidate will have experience in call centre operations, member service expertise, and ideally some travel industry knowledge; approaching the role with a strong passion for travel, curiosity, and desire to learn. Travel to Costco Travel home office in Seattle will be required
Job Duties/Essential Functions
- This is a full-time leadership position
- Responsible for day-to-day call centre operations of Costco Travel Australia
- Oversee call centre and ensure that metrics and service levels are being met
- Regularly walks the floor to identify teaching opportunities and to monitor the business.
- Assist in driving sales, preventing errors, identifying contact drivers, and relaying information to Costco Travel teams
- Identifies, analyzes, develops, and implements plans for increased productivity
- Observes procedures and practices, actively looking for process improvement and makes recommendations for changes
that will provide labour and cost savings
- Assists with handling member escalations
- Serves as the main coordination point in emergency situations
- Monitors and evaluates performance daily, weekly, monthly and quarterly to maintain the Key Performance metrics
- Forecast agent hiring and training needs and submits accurate call centre budgets on a periodic basis
- Evaluates the call centre hours of operation and adjust as needed
- Plan and execute on supporting new program launches, changes to business rules processes and tools
- Lead, present and facilitate meetings
- Partner with other teams to solve problems, identify trends and opportunities
- Analyze information from various data sources and deliver actionable recommendations to key stakeholders
- Keeps up-to-date on travel technology and systems
- Develops and mentors leadership and staff to maintain a positive and productive team atmosphere.
- Conducts quality monitoring to assess quality performance standards are being met
- Participates in quality calibration sessions with vendors and US Operations to ensure consistency between call centres
- Ensures regular, open conversations and coaching with employees to discuss work performance
- Fosters and encourages the use of the Open Door by being available to all Costco Travel staff
- This position requires regular travel to the US (Seattle)
- This position occasionally requires work across various shifts including evenings and weekends
- Other duties as required to run a successful business
Qualifications (Costco-specific or industry specific skills that candidates should possess):
- Education/Training: High School Certificate or higher education (such as a Degree)
Completion of Leadership Development 101 (within one year)
Completion of a Travel & Tourism program is preferred
- Permits/Licenses/Certifications: Any Australian Travel certifications or licensing as required
- Experience: Member service experience is required Travel industry experience is
preferred Call centre experience ispreferred
Management or supervisory experience is required
Other specific requirements
- Knowledge/Skills: Proven leadership, communication, and teamwork skills
Strong analytical, research and problem-solving skills
Strong computer skills (Word, Excel, Google docs, learning new systems)
Knowledge of travel technology and systems is helpful
Excellent verbal and written communication skills
Strong initiative and self-motivated with an excellent work ethic
Professional and organised with high attention to detail and the ability to multi-task in
a rapid-paced environment
Capable of working well with many different cultures and personalities
Sincere interest in Costco’s business development
If Succesful, you will be required to undertake role & department specific training within specified timeframes
📌 Costco Travel Operations Supervisor
🏢 Costco AU
📍 Sydney