Call Centre Manager - Sales (Travel)

Imagine Cruising; Brisbane; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid WFH/Office

Discount travel rates

Worldwide Fam trips

Employee Assistance Program

Birthday Leave

Job summary

Imagine Cruising Brisbane is seeking a Call Centre Manager to lead a dynamic sales team in a fast-paced contact centre. You will drive daily, weekly and monthly targets while coaching and developing sales advisors to achieve strong conversion and customer satisfaction.

You will be visible on the floor, monitor performance, and collaborate with Concierge, Aviation and Support teams to ensure smooth operations and exceptional holidays for customers.

Qualifications

• Must have proven leadership experience and a track record of achieving KPIs and targets.
• Experience leading, supervising or coaching a sales or customer-facing team.
• Strong coaching skills to develop high performers and those needing support.
• Commercial mindset with understanding of sales performance, profitability and gross margin.
• Excellent written and verbal communication skills.
• Confident in performance management and constructive conversations when needed.
• Strong analytical skills to interpret sales figures and identify trends.
• Resilience and calmness in a fast-paced environment.
• Positive, energetic and solutions-focused approach.
• Attention to detail and commitment to exceptional customer experience.

Responsibilities

• Lead, motivate and manage the sales team to achieve daily, weekly and monthly sales targets and KPIs.
• Prepare and motivate the team for the day ahead, ensuring key priorities are communicated.
• Monitor performance and provide regular coaching, feedback and development.
• Listen to sales calls and identify opportunities to improve sales techniques and the customer experience.
• Monitor QA and error results, maintaining accuracy and compliance.
• Analyze and report on sales performance and trends across daily, weekly and monthly results.
• Support Advisors to open, sell and close in line with sales structure and expectations.
• Manage customer escalations professionally across pre and post sale matters.
• Monitor attendance and manage return-to-work processes.
• Gather customer feedback and provide insights on sales trends and opportunities.
• Collaborate with Product and other departments to overcome barriers to sales.
• Participate in cross-functional meetings to improve business and customer outcomes.
• Help maintain a positive, high-energy sales environment.

Skills

Leadership

Sales coaching

KPIs & targets

Performance reviews

People management

Communication

Analytical skills

Excel

CRM systems

Flexibility

Tools

Excel

CRM systems

Job description

Call Centre Manager - Sales Team – Travel

Brisbane | Full-Time | Permanent

About us

At Imagine Cruising we want to offer our customers more than just a holiday.

That’s why Imagine Cruising was created back in 2011 – to give people the chance to discover the world in a whole new way, backed by exceptional service and travel expertise.

We specialise in creating competitively priced, unique holiday packages and experiences across cruise, rail and land, both domestically and internationally. Think incredible destinations, exclusive packages and unforgettable experiences.

As we continue to grow, we’re looking for an energetic and results driven Sales Team Manager to lead, motivate and develop our Brisbane sales team.

About the role

This is a hands‑on leadership role for someone who loves sales, people and performance.

You’ll be responsible for the day‑to‑day leadership of our Sales Advisors, within our fast‑paced contact centre, creating a positive, high‑performing, sales environment where your team is motivated to achieve and exceed individual and team targets.

A key part of your role will be building, motivating and developing a team that loves to sell. With our dedicated Concierge, Aviation and Customer Support teams taking care of the rest, you can keep your team focused on what they do best – creating incredible holidays, converting opportunities and delivering strong sales results.

You’ll be visible on the floor, coaching your team, listening to calls, reviewing performance, celebrating wins and stepping in when additional support is needed. You’ll also work closely with other areas of the business to identify opportunities and continuously improve the customer and sales experience.

As our sales operation supports customers across a seven‑day trading environment, this role includes weekend and evening work on a rotating roster basis.

What you’ll be doing

• Lead, motivate and manage the sales team to achieve daily, weekly and monthly sales targets and KPIs.

• Prepare and motivate the team for the day ahead, ensuring key priorities and messages are communicated effectively.

• Monitor individual and team performance and provide regular coaching, feedback and development.

• Listen to sales calls and identify opportunities to improve sales techniques, conversion and the overall customer experience.

• Monitor quality assurance and error results, maintaining a strong focus on accuracy and compliance.

• Analyse and report on sales performance and trends across daily, weekly and monthly results.

• Support Sales Advisors to effectively open, sell and close in line with our sales structure and expectations.

• Manage customer escalations professionally and efficiently across both pre and post sale matters.

• Monitor attendance and absence and complete relevant return‑to‑work processes.

• Gather customer feedback and provide insights on sales trends, objections and opportunities.

• Work collaboratively with Product and other departments to share feedback and overcome barriers impacting sales.

• Contribute to cross‑functional meetings and initiatives that improve business and customer outcomes.

• Help maintain a positive, motivated and high‑energy sales environment.

About you

You’re a confident people leader who knows how to get the best out of a sales team. You enjoy being close to the action and are equally comfortable analysing performance, coaching an individual team member or jumping in to help resolve a customer issue.

You’ll ideally bring:

• A proven sales track record, with experience achieving and exceeding KPIs and targets.

• Previous experience leading, supervising or coaching a sales or customer‑facing team.

• Strong coaching skills and the ability to develop both high performers and those requiring additional support.

• A commercial mindset with an understanding of sales performance, profitability and gross margin.

• Excellent written and verbal communication skills.

• Confidence managing performance and having constructive conversations when required.

• Strong analytical skills and the ability to interpret sales figures and identify trends.

• Resilience and the ability to remain calm and decisive in a fast paced environment.

• A positive, energetic and solutions‑focused approach.

• Strong attention to detail and commitment to delivering an exceptional customer experience.

• Confidence using Microsoft Office, particularly Excel, as well as CRM and other business systems.

• Flexibility to work across a rotating roster, including weekends and evenings and willingness and flexibility to travel to our other offices across Australia and internationally when required.

Travel industry experience would be highly regarded but is not essential. What’s more important is your ability to lead people, drive sales performance and create a team environment where people are motivated to succeed.

Benefits

• Inbound sales calls. No cold calling, our customers come to us!

• Do what you love doing best – just sell! Our dedicated Concierge, Aviation and Customer Support teams handle the rest, leaving you free to focus on selling incredible holidays to our customers.

• Growth opportunities encouraged and coached.

• As a global company with offices across Australia, New Zealand, the US, the UK and South Africa, we offer exciting opportunities for top performers to explore potential relocation and career opportunities across our international locations.

• Our top performers have access to attend exclusive international events and domestic holidays and events.

• Discount travel rates for yourself, family and friends!

• Worldwide Fam trips when available.

• Imagine Cruising Global Famil Program

• Company incentives.

• Employee Assistance Program available to you at no cost.

• Hybrid WFH/Office opportunity once trained, and based on Operational requirements.

• Birthday Leave + Volunteer Day

Why join Imagine Cruising?

At Imagine Cruising, you’ll be part of a passionate travel business where no two days are quite the same.

You’ll have the opportunity to lead a team selling incredible travel experiences across cruise, rail and land, while playing a key role in developing our people and driving the continued success of our Australian sales operation.

If you’re an experienced sales leader who loves developing people, driving performance and creating exceptional customer experiences, we’d love to hear from you.