Contact Centre Performance and Capability Manager
Add expected salary to your profile for insights
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.
This permanent full‑time position is 100% onsite at our Byron Bay Headquarters or our Gold Coast Varsity Lakes office, working Monday to Friday, 8‑4 pm or 9‑5 pm – 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 to give 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!
Unlock job insights
Salary match Number of applicants Skills match
Hospitality & Tourism 101-1,000 employees
TripADeal is an online travel agent offering bucket list Tours, Cruises, Experiences and Hotel Packages at unbelievable prices. Our customers can earn and use Qantas Points while booking our curated holiday packages and take advantage of our flexible payment options online or by speaking to one of our experienced travel consultants. TripADeal is proudly Australian‑owned and operated. Founded in 2011 by Norm Black and Richard Johnston, two friends from Byron Bay who shared a love of travel, the company enjoyed years of incredible growth. After two years as a majority stakeholder, Qantas acquired 100% of the business in 2024.
#J-18808-Ljbffr