Contact Centre Performance and Capability Manager
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
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
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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