Assistant Manager - Contact Centre

Travvia

  • Auckland
  • Permanent
  • Full-time
  • 1 month ago
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 driver's seat to create lifelong memories.To make this happen, we’re looking for a dynamic and people-first leader to support the operation of our high-energy Contact Centre. As Assistant Manager, Contact Centre, you'll 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 you’re 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 You’ll 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 SOP’s and procedures
  • Collaborating with Branch Managers, Commercial, and Operations teams to drive CX excellence, especially when things aren’t 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 sideways—and 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!
What’s in it for you?We’re not just offering a desk job — we’re 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 growthWhy Travvia?We’re home to iconic travel brands like JUCY and Star RV. At Travvia, we’re not just about vehicles — we’re about experiences. We believe in curiosity, connection, and creating freedom for our customers and our team. Whether you’re helping someone plan their dream trip or guiding them through a bump in the road, you’ll 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 you’re passionate about people, service, and road-trip dreams—and know how to run a tight, happy contact centre — we’d love to hear from you.Apply now and let’s make travel magic happen!Travvia is headed up by CEO Simon Birkenhead. JUCY was founded by two brothers in 2001 with 35 cars, a whiteboard, and a desire to give you the green light to have the time of your life. Our campervans grew across New Zealand and Australia where we have branches in 10 locations and an HQ in Auckland and Brisbane.Today, we have over 3,000 and vehicles and 10 locations across Australasia.

Travvia