About Our Client

Our client operates a large customer operations environment supporting travel customers, travel agents, internal departments, customer care and specialist service functions. The business requires a manager who can lead people, service levels, backline support, quality, workforce planning and continuous improvement in a structured contact centre operation.

Role Overview

This combined role profile covers both FIT Contact Centre Manager and Offline Contact Centre Manager requirements. The successful candidate will provide leadership and direction to teams across customer service, FIT, offline/backline, post-cruise, Tier 2, QA and workforce-related functions. The role is responsible for operational performance, customer experience, service recovery, people management, staffing, training, compliance and continuous improvement.

Key Res...