Contact Centre Operations Manager – Hospitality & Accommodation
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Alloggio Group is Australia's leading provider of professionally managed short-term rental accommodation.
With a growing portfolio of over 30 localised brands across Australia and New Zealand, we are dedicated to delivering exceptional guest experiences and high‑performing results property owners. Our central team in Brisbane supports a rapidly scaling network of regional operations.
About the Role
We are seeking an experienced Contact Centre Operations Manager to lead a high‑volume, multi‑site contact centre supporting a complex hospitality and short‑term accommodation portfolio.
This is a senior, hands‑on role with accountability for service delivery, workforce performance, and offshore partner management across onshore Australian teams and offshore support functions.
You will be responsible for delivering consistent, high‑quality customer service outcomes for guests and property owners, while driving operational efficiency, performance discipline, and continuous improvement.
Key Responsibilities
* Lead end-to-end contact centre operations across onshore and offshore teams
* Manage Team Leaders and Reservations Specialists to achieve service, quality, and productivity KPIs
* Own workforce planning, forecasting, rostering, and capacity management
* Ensure consistent service standards and customer experience across all locations
* Act as senior escalation point for complex guest, owner, and operational issues
* Analyse performance data to identify trends, risks, and improvement opportunities
* Drive quality assurance, coaching, and continuous improvement initiatives
* Manage offshore partners to ensure service levels, cultural alignment, and contractual outcomes
* Collaborate with Operations, HR, IT, and Finance
* Ensure compliance with company policies, privacy obligations, and relevant employment legislation
Skills & Experience
* 5+ years’ experience managing a contact centre or customer service operation (beyond Team Leader level)
* Proven accountability for service levels, workforce planning, and operational performance
* Experience managing offshore teams or third‑party providers
* Experience leading and developing Team Leaders or Managers
* Strong performance reporting, analytical, and problem‑solving skills
* Hospitality, tourism, short‑term accommodation, or other high‑volume service experience
* Exposure to WFM systems, telephony platforms, and CRM tools
* Experience delivering service improvement or CX initiatives
What We Offer
* Senior leadership role with real operational ownership
* Opportunity to work with recognised brands in the tourism sector
* Collaborative and values‑driven culture
* Competitive remuneration aligned to experience
* Career growth and development opportunities
Unlock job insights
Your application will include the following questions:
* How many years' experience do you have as a Contact Centre Operations Manager?
* Which of the following statements best describes your right to work in Australia?
* Have you worked in a role where you had team and or line management responsibility?
* How many years' experience do you have in the hospitality & tourism industry?
* Have you worked in a call centre before?
* Do you have experience managing teams remotely?
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