Description:
Job Title: Call Centre Sales & Operations Manager
Location: Byron Bay (Office-Based)
Salary: $90,000 – $135,000 OTE
About Happy Travels
Happy Travels is a leading youth and adventure travel agency, specialising in creating unforgettable experiences across Australia and beyond. With over 100 employees and 20 retail branches, we have become a trusted name in the industry, helping travelers plan and book tours, campervans, accommodation, and adventure activities.
Founded in 1998, we have continually grown, leveraging innovative technology and industry expertise to deliver exceptional customer experiences. Together we are impacting the world, one client at a time. Changing and enriching the lives of our clients through amazing world class experiences is what gets us out of bed in the morning. As we scale, we are looking for strong leadership to drive sales performance, streamline operations, and develop a high-performing team.
Role Overview
We are seeking a dynamic and experienced Call Centre Sales & Operations Manager to oversee our online sales and call centre divisions ensuring long-term growth, operational efficiency, and higher conversion rates. This role requires expertise in sales leadership, CRM (HubSpot) management, pipeline optimisation, KPI tracking, and recruitment. The ideal candidate will have a strong background in sales coaching, performance management, and process optimisation, with a clear focus on maximising lead conversion and team development.
Key Responsibilities
- Sales & Performance Management: Lead and oversee the call centre and online sales teams, ensuring structured sales follow-ups and optimised lead pipelines.
- Hiring & Talent Development: Collaborate with recruitment to attract, onboard, and nurture top sales talent across various departments.
- CRM & Technical Oversight: Manage HubSpot CRM, optimise sales tracking, reporting, and automation for improved performance insights.
- Operational Leadership: Implement streamlined workflows, manage escalations, and enhance team efficiency to deliver seamless customer experiences.
- Strategic Growth & Expansion: Contribute to the development of strategies to support business expansion and operational growth.
- Conversion Optimization & Revenue Growth: Increasing lead conversion rates across call centre, online sales, and campervan rentals is a key focus. This role will drive structured sales processes, CRM enhancements, and targeted coaching to maximize performance and revenue impact.
- Long-Term Growth & Stability: Ensure operational consistency and support the business in achieving long-term success by fostering a cohesive team and strong leadership.
- Leadership Development: Happy Travels is committed to developing future leaders within the company. This role will provide structured coaching and career development for sales consultants, shift leaders, team leaders, and branch managers. By fostering leadership skills and supporting professional development, this position strengthens internal career progression while improving team performance.
- Operational Efficiency & Business Expansion: Lead day-to-day operations, process improvements, and scale initiatives to support overall business growth.
Key Skills & Experience Required
- Sales Leadership & KPI Management: Proven experience in leading call centre or online sales teams, with a track record of managing medium to large teams and improving conversion rates / driving performance.
- CRM & Pipeline Management: Hands-on experience with HubSpot or similar CRM systems, optimising sales tracking, reporting, and automation.
- Team Development & Coaching: Ability to mentor and develop sales teams, shift leaders and future managers, ensuring strong performance and career progression.
- Operational & Process Improvement: Strong problem-solving abilities with experience implementing sales processes and team training programs.
- Recruitment & People Management: Experience in hiring, onboarding, and retaining top sales talent in a high-performance environment.
- Travel Industry Experience (Preferred): Familiarity with tours, campervans, and adventure travel is advantageous but not essential.
- Public Speaking & Leadership: Confidence in leading team meetings, delivering sales training, and motivating teams to hit targets.
- Working Rights: Applicants must be permanent residents, citizens, or hold a valid working visa with at least 3 years remaining.
What We Offer
- Competitive Salary ($90,000 – $135,000 OTE) – Rewarding leadership and sales impact.
- Leadership & Career Progression – Clear pathways for career advancement within Happy Travels.
- Dynamic & Collaborative Work Environment – Join a team that values innovation, efficiency, and results.
- Opportunity to Make a Real Impact – Directly influence sales growth, team success, and operational efficiency.
How to Apply
To apply, please submit your resume and cover letter to careers@happytravels.com.au with the subject line:
"Call Centre Sales & Operations Manager Application – [Your Name]"
For more information, contact Jake Bendix at careers@happytravels.com.au.