Touring Sales Team Leader

Flight Centre Travel Group; Gold Coast City; Vor Ort; AUD 90.000 - 120.000; Vollzeit

Zusammenfassung

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

Qualifikationen

• 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'.

Aufgaben

• 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

Kenntnisse

Leadership

Coaching

Customer service

Communication

MS Office

CRM systems

Problem solving

Organizational skills

Tools

Polar

Amadeus

Sabre

Jobbeschreibung

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