The Commercial Division is seeking for an experienced Call Centre Manager. Based in Port Moresby, this position will report to the General Manager Commercial and will be responsible for the strategic and operational leadership of the PNG Air Call Centre. This role drives customer service excellence, sales performance, and operational efficiency across all inbound and outbound contact centre functions including reservations, enquiries, complaints, corporate account management, and disruption communications.

The Manager is accountable for achieving defined KPIs, developing a high-performing team, and ensuring the Call Centre serves as a key revenue-generating and customer-retention channel for PNG Air.

RESPONSIBILTIES

• Oversee day-to-day operations of the PNG Air Call Centre, ensuring consistent service delivery across all channels (inbound calls, email, and SMS).
• Manage a 7-day operational roster, including shift scheduling, leave approval, and contingency coverage to maintain service continuity.
• Lead, coach, and motivate the Corporate Sales & Telephone Sales in order to foster a positive and high-performance culture.
• Conduct structured one-on-one meetings with direct reports on a regular basis.
• Conduct regular call monitoring and quality scoring of recorded calls across the team, using a defined quality assessment framework.
• Deliver structured feedback to agents and supervisors based on quality evaluations, with documented coaching sessions.
• Maintain a formal complaint register, ensuring all complaints are logged, acknowledged, investigated, and resolved within defined timeframes.
• Assist the team in handling difficult customers, complex problems, and unusual situations, acting as the escalation point for unresolved issues.
• Drive telephone sales performance, setting daily and monthly revenue targets for the Telephone Sales and Corporate Sales teams.
• Monitor booking conversion rates and implement coaching or incentive strategies to achieve targets.
• Produce and distribute weekly and monthly Call Center performance reports covering all KPIs, staffing, complaint volumes, and sales outcomes.
• Analyse call volume trends, peak patterns, and staffing utilisation to inform workforce planning and scheduling decisions.
• Assist in preparing the annual Call Centre operational budget.
• Monitor and control operational expenditure within approved budget limits, seeking approval for expenditure outside delegation.
• Ensure all Call Center operations comply with PNG Air company policies, workplace health and safety requirements, and applicable PNG regulations.
• Maintain compliance with data privacy obligations in the handling of customer information and card payment information.

QUALIFICATIONS/EXPERIENCE

• A Tertiary qualification in Business Management.
• Minimum 5 years of experience in a customer service environment, with at least 2 years in a supervisory or management role.
• Demonstrated experience managing a team in a high-volume, fast-paced Call Center, or airline/travel environment.
• Proven track record of achieving customer service KPIs and managing team performance.
• Formal training or certification in Call Centre management, customer experience, or quality assurance.
• Experience working within an airline, travel agency, or aviation ground services environment would be desirable.

To apply, please send your application to:

[email protected]

Late applications & applications submitted in hard copy will not be accepted. Please submit application in one PDF file.