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'
#J-18808-Ljbffr
Team Leader Sales (My Touring) Broadbeach QLD employer: Flight Centre Travel Group
At Flight Centre Travel Group, we pride ourselves on being an inclusive employer that fosters a unique team culture, recognised as a Great Place To Work®. Our commitment to employee development is evident through tailored learning pathways and access to extensive resources like LinkedIn Learning. With exclusive staff discounts, travel perks, and a strong focus on mental health and corporate social responsibility, we offer a rewarding environment for Commercial Analysts looking to grow their careers in the dynamic travel industry.
Contact Details:
Flight Centre Travel Group Recruitment Team
