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’ 

Your awesome extras...

 📚 Ongoing skills development

🚀 Catapult your career across a network of brands and businesses in an evolving industry

 ✈️ Say no to full price! Nab discounts on travel and more thanks to our sweet rewards program

👩‍⚕️ Access to industry leading health and well - being programs and financial advisors

🌴 Set up shop in a swanky beachfront office in Broadbeach

💃🏿 Enjoy social events to promote networking, celebration of wins, and sometimes just for fun!

👐🏻 Take volunteer leave as part of giving back to the local community

#LI-KP1#IGNT#LI-Onsite

Ready to Start Your Journey? If you’re excited to kickstart your career in the travel industry, we want to hear from you! Apply now and let’s embark on this adventure together!

Explore the world and make a difference—one customer at a time!

Our Talent Acquisition Team kindly requests no unsolicited resumes or approaches from Recruitment Agencies. Flight Centre Travel Group is not responsible for any fees related to unsolicited resumes.