Assistant Manager - Contact Centre

Start Your Next Adventure with Travvia!

Create Lifelong Memories. Shape the Future of Travel.

At Travvia our purpose is to create memorable experiences for everyone every time. We do this by placing our crew and customers in the drivers seat to create lifelong memories.

To make this happen were looking for a dynamic and people-first leader to support the operation of our high-energy Contact Centre. As Assistant Manager Contact Centre youll be leading our incredible team of customer service legends who handle everything from bookings and road-trip support to sales and complex problem-solving. If youre someone who can stay cool under pressure motivate others and turn challenges into seamless service this is your moment.

This is a permanent full-time position in which you would work across a rotating roster. Shifts are between 6 am and 10pm including weekends and public holidays.

What Youll Be Doing

• Leading coaching and developing a team of Team Leaders and Contact Centre Agents across New Zealand Australia
• Supporting inbound/outbound sales reservations and providing our customers with accurate timely roadside assistance
• Taking ownership of Contact Centre performance processes and improvements
• Acting as the go-to person for escalated customer issues aiming to resolve all escalated issues at first instance and solving them with empathy and efficiency following internal SOPs and procedures
• Collaborating with Branch Managers Commercial and Operations teams to drive CX excellence especially when things arent going to plan
• Championing data-driven decisions reporting and continuous improvement
• Helping to shape a culture of energy inclusion and fun

What You Bring

• 3 years of experience leading Contact Centre teams (in-house or BPO)
• A customer-first mindset and a knack for building great team culture
• Experience across both sales and service environments
• Solid decision-making problem-solving and multitasking skills
• Confidence with tools like Excel and reporting dashboards
• A cool head when things go sidewaysand a solutions-focused approach
• Flexibility to work a rotating roster (between 6am and 10pm including weekends and public holidays).
• Bonus if you have fleet or tourism/travel experience!

Whats in it for you

Were not just offering a desk job were offering a career adventure:

40-hour full-time permanent role
Monthly commission potential
Hybrid work model (yes 1 day WFH!)
5 days free campervan hire (T&C apply) exclusive travel discounts
Work with a fun multicultural team
Career progression in the travel industry
Access to tourism perks & partner deals
A creative inclusive and values-driven culture
A company that actually values your wellbeing and growth

Why Travvia

Were home to iconic travel brands like JUCY and Star RV. At Travvia were not just about vehicles were about experiences. We believe in curiosity connection and creating freedom for our customers and our team. Whether youre helping someone plan their dream trip or guiding them through a bump in the road youll be part of something meaningful.

Ready to Lead the Journey

This role is based in Auckland You must have the legal Right to Work in New Zealand (with no restrictions) to apply. If youre passionate about people service and road-trip dreamsand know how to run a tight happy contact centre wed love to hear from you.

Apply now and lets make travel magic happen!