Team Leader: Travel and Cruise

Summary about this job

Detail information about job Team Leader: Travel and Cruise. Terms and conditions vacancy

• Work life balance!
• High Commissions!
• Move your travel experience into a key leadership position!

New Leadership is driving exciting changes, new direction and growth for the Cruise and Travel Department at ICE Vacations.  This is a key role with a particular focus on training and coaching consultants to achieve KPI, sales and productivity targets whilst ensuring the highest quality of customer service is delivered to our clients.

We are seeking a Team Leader with exceptional leadership qualities and a proven ability to influence others through engaging communication and training.  Reporting to a Manager within the Cruise Department, the Team Leader will manage a team of up to 18 staff.  The successful candidate will be a driven individual who will take accountability for delivering targets through increasing their staff capability, ensuring high levels of engagement and through monitoring productivity.

The Team Leader, Cruise will be responsible for the following activities:

• Regularly monitor calls to ascertain the quality of service being offered by Consultants and use the information to develop coaching, training, or performance management action plans.

• Regularly review productivity and KPI achievement to maximise all opportunities in the process of closing a sale and opportunities within the customer relationship lifecycle.

• Work with Manager to form strategies which will inspire and motivate individuals to ensure a high level of productivity and KPI achievement.

• Support the companies training strategy and ensure staff are involved in training opportunities as appropriate.

• Act as the point of contact for trouble shooting day to day operational issues impacting customer service and productivity including complaints.

• Lead the team with proactive people strategies including coaching and training, constructive feedback, formal performance reviews and performance management.

• Complete administration duties as required to ensure the smooth operation of the call centre.

• Support business objectives by acting as the champion for new initiatives, policies and processes within the Travel Department.

• Display leadership values by ensuring effective communication, integrity, respect and accountability.

Requirements of the position:

• Experience in or ability to quickly learn new and complex systems, programs, processes and policies
• 2+ years experience in the travel industry
• Ability to lead and coach a team in a fast paced environment
• Ability to work independently, and effectively as part of a team
• Strong written and verbal communication skills
• Ability to work quickly and efficiently to meet deadlines
• Results driven with analytical capability
• Intermediate to advanced skills in Microsoft Office applications
• Experience in contact centre operations & best practice desired
• Demonstrated ability to multitask
• Excellent organisational skills
• Knowledge/experience of the Travel and Tourism Industry would be highly regarding

Thank you for your interest in this position, only successful candidates will be contacted.

No Visa sponsorship can be accommodated.