06th May, 2026
About CTM
CTM is a global award-winning provider of innovative and cost-effective travel management solutions to the corporate, events, leisure and loyalty travel markets. CTM provides personalised service excellence with client-facing technology solutions in offices all around the world, including New Zealand, Australia, Asia, North America and Europe with over 3000 employees.
At CTM, our people are our greatest asset. We are a team of collaborative, innovative and future focused professionals we work with the company's values in mind; Connect, Deliver and Evolve.
About the Role We're looking for an experienced and dynamic Operations Manager to lead the day-to-day performance of CTM's travel contact centre. In this pivotal role, you'll drive exceptional customer service, ensure operational efficiency, and consistently deliver on key performance targets.
Operating in a fast-paced and ever-evolving environment, you'll play a key role in shaping the future of our National Travel Hub. Leading Team Leaders and frontline teams, you'll inspire a culture of service excellence, accountability, and continuous improvement.
This is an opportunity to make a real impact, fostering high levels of engagement, championing innovation, and embedding best-practice operations that elevate both the customer and employee experience
Responsibilities - Lead contact centre operations to meet service, productivity, and quality targets
- Oversee multi channel customer contacts channels (voice, email, chat)
- Monitor performance to deliver in efficiency and high quality customer outcomes
- Coach and develop Team Leaders to build high-performing, engaged teams
- Track key metrics and provide regular performance reporting and insights
- Manage compliance and governance processes and monitor adherence to standardised ways of working
- Support Team Leaders in people management activities and career development
- Ability to manage conflict resolution and escalation handling
Skills and Experience - Proven leadership experience within a contact centre or customer operations environment.
- Experience leading operational transformation or improvement initiatives.
- Proven understanding of operational workforce planning methodology
- Travel industry knowledge an advantage however not mandatory
- Champion of change able to build engagement frameworks to support retention and culture
Why CTM? As a global organisation CTM offers a range of employee benefits that including;
- Travel discounts
- Perkbox - Retail, Lifestyle, Entertainment, Health & Wellness discounts
- Training and Development opportunities - online lessons & certificates
- Annual Volunteer Day
- x2 Wellness/Chillout Days
- Blended work arrangements with hybrid WFH flexibility
- 2 Weeks extra leave - Purchase Leave
- Paid Parental Leave
- Sonder - EAP Platform
CTM offer a strong, established and sustainable work environment which will support your career development and wellbeing.
CTM is committed to the unique contributions of all our people and actively encourage candidates with all abilities and diverse backgrounds to apply. Come work for a global award winning company that values its people, community, and technological innovation.
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