CONTACT CENTRE OPERATIONS MANAGER 
Join the team behind one of Australia’s most iconic holiday destinations. Based in our St Leonards office, Hamilton Island is seeking a dynamic Contact Centre Operations Manager to lead the efficiency, training and performance of our reservations team.

At Hamilton Island, we value Service, Excellence, Environment, Team, and Safety. Help us deliver our mission: To create extraordinary island experiences for our employees, guests, and community.

This is a fantastic opportunity for a strategic leader with a passion for system optimisation, team development and delivering exceptional guest experiences.

Your Benefits

• Fantastic team culture with a supportive leadership group
• Hybrid working arrangements 
• Convenient office location near St Leonards Train Station and Crows Nest Metro
• Corporate discounts on health insurance & travel insurance 
• Discounted accommodation, tours, and dining on Hamilton Island
• Free on-site gym and subsidised fitness classes

Your Role
The primary purpose of this role is to drive operational performance and system effectiveness within the Contact Centre, ensuring an exceptional and seamless booking journey for our guests. You will lead process improvements, maximise system capabilities, support front-line staff, and provide training to ensure consistent service excellence.

Key Responsibilities

• Oversee day-to-day operations of the Contact Centre’s systems, ensuring they are utilised to their full capability 
• Develop and maintain IVR and routing strategies to optimise guest experience and consultant productivity
• Identify and implement process and system improvements based on internal and guest feedback
• Lead reporting and booking quality checks, and support system testing and upgrades
• Collaborate with internal teams to ensure procedures align with island operations and upcoming sales campaigns
• Develop and maintain training manuals and SOPs, and ensure adherence across the team
• Evaluate service quality and deliver ongoing coaching, induction training and cross-skilling sessions
• Deliver training to Front Office and other teams to ensure consistent standards across departments

About You
You’re a proactive and solutions-focused operations leader with a strong background in hospitality, contact centres or tourism. Your passion for people, systems and customer experience is matched by your ability to implement processes that drive efficiency and elevate performance.

You will have:

• Minimum 2 years in a supervisory or team management role in tourism or hospitality
• Previous experience in delivering training or coaching (desirable)
• Skills and Attributes
• Strategic thinking and strong problem-solving skills
• Proven ability to optimise workflows and lead change
• Confident communicator with a friendly, approachable style
• Data-driven with strong reporting and analytical skills
• Able to adapt quickly and work autonomously

Click 'Apply' or visit www.hamiltonisland.com.au/careers

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