If you are service and customer centric, this role is for you.Reporting to the COO, this position will lead and manage our call centres across our Wholesale Operations (Land) of VIVA Holidays and ReadyRooms to drive and improve sales performance while providing excellent service to our agents' network.The role is hands-on full time and on-site at our Southbank head office.The purpose of your role is to:Lead the reservations/service centres in Melbourne and Perth to meet and exceed KPIsCreate a "sales team" environment in the Operations centres where the consultants are motivated and keen to upsell and increase revenue and marginSet revenue targets, monitor, and coach on individual development needsRecruit, induct and set workforce rosters to minimise impact to agent network whilst balancing headcount budgetsReport and track revenue metrics; and instigate actions plans to ensure revenue protectionLiaise with suppliers on dispute resolution mattersDrive an exceptional customer experience to our agent networkLead training programs to upskill teams on product knowledgeAttend fam trips and promote preferred supplier partner productsLead a small group of Team LeadersAbout you:To succeed in this role, you need:A proven ability to lead and manage a large and diverse workforce;Extensive customer service and stakeholder management experience;Vast experience in an operations supervisory or higher role managing a service centre;Proven ability to build a network of effective relationships at a senior executive level;Proven analytical and problem-solving prowess.Experience in development of key performance measurement toolsExperience in the travel industry is highly desirableStrong reporting and analytical skillsSound understanding of Contact Centre methodologiesHelloworld Travel Employee BenefitsStaff discounts on travelRegular Staff and Industry EventsFully stocked kitchen with breakfast itemsOther Considerations:Helloworld Travel is a geographically dispersed business.You may be required to travel interstate from time to time and provide support and advice.Helloworld Travel is an equal employment opportunity employer and does not tolerate workplace discrimination, bullying or harassment.As a people leader, you will ensure that you uphold our values, demonstrate strong leadership, and foster an environment that values diversity and opportunity.Please note the successful applicant will be required to undergo a police check as part of our recruitment process.Your application will include the following questions:How many years' experience do you have as an operations manager?Which of the following statements best describes your right to work in Australia?How many years of people management experience do you have?Do you have customer service experience?How many years of recruitment experience do you have?Do you have a current Police Check (National Police Certificate) for employment?What's your expected annual base salary?How much notice are you required to give your current employer?Welcome to helloworld.#J-18808-Ljbffr