Assistant Manager - Contact Centre

Start Your Next Adventure with Travvia!Create Lifelong Memories. Shape the Future of Travel. At Travvia, we give our customers the greenlight to have the time of their lives! While they do that – our job is to make sure their journey is smooth, supported, and unforgettable. To make the above 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 DoingLeading, coaching, and developing a team of Team Leaders and Contact Centre Agents across New Zealand, AustraliaSupporting inbound/outbound sales, reservations, and providing our customers with accurate, timely roadside assistanceTaking ownership of Contact Centre performance, processes, and improvementsActing 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 proceduresCollaborating with Branch Managers, Commercial, and Operations teams to drive CX excellence, especially when things aren’t going to planChampioning data-driven decisions, reporting, and continuous improvementHelping to shape a culture of energy, inclusion, and funWhat You Bring3+ years of experience leading Contact Centre teams (in-house or BPO)A customer-first mindset and a knack for building great team cultureExperience across both sales and service environmentsSolid decision-making, problem-solving, and multitasking skillsConfidence with tools like Excel and reporting dashboardsA cool head when things go sideways—and a solutions-focused approachFlexibility 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 roleMonthly commission potentialHybrid work model (yes, 1 day WFH!)5 days free campervan hire (T&C apply) + exclusive travel discountsWork with a fun, multicultural teamCareer progression in the travel industryAccess to tourism perks & partner dealsA creative, inclusive, and values-driven cultureA 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!