Team Leader Sales (My Touring) - Broadbeach, QLD
Core
Lead a touring call centre team handling inbound and outbound enquiries for coach tours, focusing on sales performance and customer service excellence.
Role type
Sales Team Leader (Call Centre)
Builds
Touring travel bookings and customer service interactions
Domain
Travel industry (Coach tours)
Required skills
Travel industry experience, Call centre leadership, Sales, Customer support, Booking systems (Polar, Amadeus, Sabre), Team coaching, Performance management, Workforce planning, CRM proficiency
Preferred skills
Touring/coach tour experience
Responsibilities
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; 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