After-Hours Team Leader & Operational Coach

Flight Centre Travel Group; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Flight Centre Travel Group seeks an Assistant Team Leader to support the Corporate After Hours operations in a high-demand 24/7 environment. Lead shifts in the absence of Team Leaders, drive service quality, and foster a positive culture while coaching staff and supporting onboarding.

You will coordinate with leadership, resolve disputes, manage change initiatives, and ensure compliance with After Hours processes. Strong communication and stakeholder engagement are essential.

Qualifications

• Proven experience as a Corporate After-Hours Consultant with a consistent record of meeting and exceeding KPI targets.
• Strong knowledge of Corporate After Hours processes and behavioural expectations.
• Previous leadership experience in a similar environment or one with comparable values.
• Experience managing disputes and resolving issues effectively.
• Proven ability to support and manage change initiatives.
• Excellent verbal and written communication skills with strong stakeholder engagement capability.
• Ability to work effectively under pressure in a 24/7 operational environment.

Responsibilities

• Lead operational shifts in the absence of, or in support of, Team Leaders.
• Ensure high service quality, operational efficiency, team morale, and adherence to processes.
• Act as a culture champion by leading with positivity and supporting team engagement.
• Identify team members requiring additional support and act as a communication bridge between the team and leadership.
• Address performance, behavioural, and operational issues during shifts and escalates where appropriate.
• Maintain high personal quality assessment results and support coaching on call quality standards.
• Investigate and resolve consultant and agent queries in a timely manner.
• Conduct staff inductions and support onboarding activities for new team members.
• Support leadership development initiatives and take ownership of assigned directorship responsibilities.
• Complete reporting activities and contribute to end-of-month processes and business development initiatives.
• Perform consultant after-hours responsibilities when not actively engaged in leadership duties.
• Deliver outstanding customer service while ensuring KPI achievement and operational accuracy.
• Support change management initiatives and maintain compliance with Corporate After Hours processes.
• Demonstrate ownership, accountability, and commitment to company values and philosophies.

Skills

KPI management

Leadership

Communication

Stakeholder engagement

Dispute resolution

Change management

Team coaching

Education

Bachelor’s degree or relevant experience

Tools

Sabre

Amadeus

Lumina

Salesforce Agent Workspace

Genesys

Job description

Flight Centre Travel Group seeks an Assistant Team Leader to support the Corporate After Hours operations in a high-demand 24/7 environment. Lead shifts in the absence of Team Leaders, drive service quality, and foster a positive culture while coaching staff and supporting onboarding.

You will coordinate with leadership, resolve disputes, manage change initiatives, and ensure compliance with After Hours processes. Strong communication and stakeholder engagement are essential.