Team Leader Sales (My Touring) Broadbeach QLD

Flight Centre Travel Group; Gold Coast City; Sur place; AUD 90 000 - 120 000; Plein temps

Résumé du poste

Flight Centre Travel Group in Broadbeach QLD is seeking a proactive Team Leader for My Touring Sales to guide a busy touring call centre. You will lead day-to-day operations, drive sales and service performance, coach staff, and ensure smooth customer interactions across inbound and outbound channels.

You will mentor a high-performing team with strong product knowledge of cruise itineraries, industry promotions, and system updates, while partnering with cruise line partners and internal teams to

Qualifications

• Travel industry experience with a passion for sales.
• Minimum 2 years' call centre experience, including at least 1 year in a leadership or supervisory role.
• Background in travel industry (B2C or B2B), with experience in sales, customer support, or bookings.
• Strong knowledge of travel industry products, destinations, and booking systems (e.g. Polar, Amadeus, Sabre, or proprietary platforms).
• Proven leadership experience with a track record of coaching, developing, and managing team performance.
• Excellent communication, problem-solving, and interpersonal skills, with the ability to build meaningful relationships and collaborate effectively.
• Strong organisational skills, high attention to detail, and the ability to multitask while meeting deadlines in a fast-paced environment.
• Proficiency in MS Office and CRM/contact centre platforms, with the ability to thrive in a high-pressure, metrics-driven environment.
• Touring/coach tour experience 'highly desirable'.

Responsabilités

• Lead and motivate a team of touring agents handling enquiries via phone, email, and chat.
• Monitor real-time team performance to ensure KPIs are met (e.g. call quality, conversion rates, AHT, CSAT, revenue).
• Conduct regular performance reviews, coaching sessions, and team briefings.
• Provide expert assistance with escalated customer issues and complex touring bookings.
• Support workforce planning, including shift scheduling, attendance tracking, and resource allocation.
• Ensure agents are up to date on cruise products, promotions, policies, and system updates.
• Maintain quality standards by reviewing interactions, giving feedback, and driving improvements.
• Collaborate with cruise line partners, internal teams, and management to address operational or service issues.
• Generate and present team performance reports (daily, weekly, monthly) with actionable insights

Connaissances

Leadership

Coaching

Customer service

Communication

MS Office

CRM systems

Problem solving

Organizational skills

Outils

Polar

Amadeus

Sabre

Description du poste

Team Leader Sales (My Touring) Broadbeach QLD

Flight Centre Travel Group - Broadbeach QLD

We're on the lookout for a proactive and results driven My Touring Sales Team Leader to take the helm of our dynamic touring call centre team. In this pivotal role, you'll lead from the front - overseeing day-to-day operations, driving performance in sales or service, coaching your team, and ensuring every customer interaction is smooth sailing.

With a strong background in the travel industry, your leadership skills will inspire excellence in a fast-paced, target-driven environment. Whether it’s an inbound query or an outbound opportunity, you'll guide your team to deliver exceptional customer experiences that turn dreams into unforgettable journeys.

If you're a travel professional who knows how to transform an ordinary trip into an extraordinary adventure, it's time to #getonthebus and join our exciting journey. Come make help us redefine the future of coach touring travel!

What you'll be doing...

• Lead and motivate a team of touring agents handling enquiries via phone, email, and chat.
• Monitor real-time team performance to ensure KPIs are met (e.g. call quality, conversion rates, AHT, CSAT, revenue).
• Conduct regular performance reviews, coaching sessions, and team briefings.
• Provide expert assistance with escalated customer issues and complex touring bookings.
• Support workforce planning, including shift scheduling, attendance tracking, and resource allocation.
• Ensure agents are up to date on cruise products, promotions, policies, and system updates.
• Maintain quality standards by reviewing interactions, giving feedback, and driving improvements.
• Collaborate with cruise line partners, internal teams, and management to address operational or service issues.
• Generate and present team performance reports (daily, weekly, monthly) with actionable insights

Who you are...

• A MUST: Travel industry experience with a passion for sales
• Minimum 2 years' call centre experience, including at least 1 year in a leadership or supervisory role
• Background in the travel industry (B2C or B2B), with experience in sales, customer support, or bookings
• Strong knowledge of travel industry products, destinations, and booking systems (e.g. Polar, Amadeus, Sabre, or proprietary platforms)
• Proven leadership experience with a track record of coaching, developing, and managing team performance
• Excellent communication, problem-solving, and interpersonal skills, with the ability to build meaningful relationships and collaborate effectively
• Strong organisational skills, high attention to detail, and the ability to multitask while meeting deadlines in a fast-paced environment
• Proficiency in MS Office and CRM/contact centre platforms, with the ability to thrive in a high-pressure, metrics-driven environment
• Touring/coach tour experience 'highly desirable'