Level 3 Service Operations Team Leader
Flight Centre Travel Group (FCTG) is one of the world’s largest travel retailers and corporate travel managers. The company, which is headquartered in Brisbane, Australia has company-owned leisure and corporate travel business in 23 countries, spanning Australia, New Zealand, the Americas, Europe, the United Kingdom, South Africa, the United Arab Emirates and Asia. FCTG also operates a global corporate travel management network, which extends to more than 90 countries through company-owned businesses and independent licensees. The company opened its first leisure travel shop in Sydney, Australia in 1982 and listed on the Australian Securities Exchange in 1995. Our purpose is to “open up the world for those who want to see”. Every day, we give people all around the world the opportunity to experience something really amazing – travel!
To learn more about Flight Centre Travel Group please click HERE
About The Opportunity
The ETS (Enterprise Technology Services) Level 3 Service Operations Team Leader is responsible for overseeing the daily operations of the Level 3 Service Centre Team, managing the team, representing the team to other stakeholders, and helping to ensure that the team and its processes are constantly developing and improving. The Level 3 Service Operations Team Leader will work closely with other Leaders in the wider Service Operations Team to ensure that all ETS service teams are providing a consistent, standardised, and amazing support experience. The Level 3 Service Operations Team Leader will have effective communication and customer service skills and the ability to network and maintain relationships with other support teams.
Key Responsibilities
- Manage and develop the Level 3 Service Centre Team to meet ETS customer service standards and standard operating procedures.
- Adhere to the Standard Operating Procedures and best practices set within Service Operations and ETS.
- Ensure daily, weekly, monthly, and quarterly tasks are completed to maintain ETS products and services.
- Develop and train the Level 3 Service Operations Team, creating support documentation for managing incidents and requests.
- Monitor and report on the Level 3 Service Centre Team’s performance according to standard operating procedures.
- Oversee recruiting, interviewing, onboarding, and performance management of Level 3 Service Centre Team members, while identifying skills gaps and training opportunities.
- Schedule and resource the Service Centre Level 3 team to meet customer demand.
- Conduct trend analysis for continuous improvements, automation, and shift-left opportunities.
- Identify, raise, and assist with Major Incidents and Problems.
- Approve changes.
- Review and respond to feedback from end users and internally within ETS.
- Act as an escalation point within the region for Service Operations.
- Provide metrics based on customer access channels to help drive preferred channels.
- Be capable of carrying out a base level of the Level 3 Service Desk Engineer responsibilities and step in to support when needed.
- Engage with other Service Operations Team Leaders across countries and regions to ensure consistent service across all ETS services.
- Engage with the Project Management team to ensure the Level 3 team is kept up to date on any future projects.
- Engage with the Product Management team to ensure the Level 3 team is kept up to date on any future projects.
- Be available outside of standard business hours to collaborate as part of our global business.
Experience & Qualifications
- Minimum 5 years experience working within a technology support context
- Minimum 2 years experience working as a leader or manager within a technology
- support context
- Broad understanding of Flight Centre’s full technology offering
- Specific understanding of Hardware and PC Support and the Standard Operating
- Environment (SOE).
- Highly effective skills in communication and customer service with the ability to
- network and maintain relationships with other support teams
- Travel Industry experience would be desirable
Work Perks! - What’s in it for you:
FCTG is renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm.
- Enjoy the freedom and flexibility of a hybrid work structure that combines both remote and in-person work.
- Have fun: At the heart of everything we do at Flight Centre is a desire to have fun.
- Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!
- Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.
- Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.
- Personal connections: We are a big business founded on personal relationships.
- Diversity, Equity & Inclusion
- Diversity Day: paid leave to observe holiday or cultural celebration of your choice
- Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice)
- DEI education
- Commitment to fair practices such as regular equity assessments and inclusive recruitment protocols
- A career, not a job: We offer genuine opportunities for people to grow and evolve
- We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
- Giving Back: Proud Corporate Social Responsibility program supporting nominated charities through volunteering and fundraising.
- Office Environmental Program
- Many of our offices are Leadership in Energy and Environmental Design (LEED®) Gold certified buildings
- 1 Volunteer Day per Calendar Year
Benefits Include:
- Paid Time Off *
- Up to 15 Vacation Days accrued per year - prorated upon hire and increased by tenure after 2 years of employment (up to 25 days)
- 5 Sick Days accrued per year
- 3 Personal Days
- 1 Diversity Day
- 1 Volunteer Day
- 8 Recognized Holidays
- Travel perks/discounts
- Health & Wellness Programs and Employee Financial Wellness Services
- National/International Award Nights and Conferences
- Health benefits including, medical, dental, vision, gender affirming care, and fertility care
- Insurance including hospital indemnity, AD&D, critical illness, long-term and short-term disability
- Flexible Spending Accounts
- Employee Assistance Program
- 401k program with partial match
- Tuition Reimbursement Program
- Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions
- Global career opportunities in a network of brands and businesses
*Vacation, Personal, and Sick time accrual rates will vary based on full-time or part-time employee status. Recognized Holidays are either paid time off or, if required to work due to job requirements, holiday pay rate, and may vary depending on state.
#LI-ED1#FCB#LI-Onsite
Location – Montvale, NJ
If this sounds like the opportunity you have been waiting for then APPLY NOW.
For this position, we anticipate offering an annual salary of $110,000-$115,000. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.
Before applying to any internal position you must have been with the company or your current role for a minimum of 6 - 12 months and notify your leader prior to applying.
Our number one philosophy? Our people. Flight Center Travel Group USA’s promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which truly reflects the diversity of our society.
We are an affirmative action and equal opportunity employer committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to help make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at careers@us.flightcentre.com
