Reservations Team Leader

4 days ago

Melbourne, Australia Corporate Travel Management Full time

Melbourne CBD Location
- Base Salary + Super + Travel Discounts, Health & Wellness perks
- Hybrid WFH flexibility + full training provided + long term career opportunities

The Team Leader is responsible for the smooth running of the day to day operations in the Government Services Reservations Department, whilst developing effective and on-going relationships with internal and external stakeholders. The Team Leader will provide support and assistance to the Operations Manager and Assistant Operations Manager by leading and motivating a team of Accommodation Reservations Consultants to meet service level agreements outlined by The Government, Internal KPI’s set by the leadership team whilst providing the highest level of customer service to our valued members.

KEY RESPONSIBILITES
- Leading and motivating a team of call centre consultants
- Achieve overall service level objectives of the call centre including Average Speed of Answer Targets, support work turnaround times and Call KPI Benchmarks
- First point of escalation for the team
- verbal and written
- Completion of annual/probation performance reviews
- Escalating internal issues to allow team to carry out their daily tasks
- Improve team productivity
- Assisting with AD-HOC duties as required for all divisions of Government Services
- Building Relationships with key stakeholders internally and externally
- Assisting with outstanding Account queries from internal/external stakeholders
- Assisting with call taking and support work whenever required
- Minimise staff turnover by creating a positive and supportive environment
- Manager on call duties as required

YOUR SKILLS
- Strong time management skills
- High level of Initiative
- Ability to encourage and motivate your staff through effective coaching techniques
- Well
- developed organisational skills, problem solving and conflict resolution abilities.
- The ability to multi task and the desire to work in a fast paced environment
- High level Administration & computer literacy including experience in using Microsoft Programs and Tour plan
- A thorough understanding of Government policies and procedures and agency specific requirements
- Customer Service Excellence both to both internal and external clients
- Understanding the AOT Group divisions and logging issues/escalation process
- Understanding of how a call centre runs

**Why CTM?**
As a global organisation CTM offer a range of employee discounts which include travel discounts, Health and Wellness perks, Training and Development opportunities. The Travel industry is well and truly back - we can offer a strong, established, and stable work environment which will support your career development.

Employee well-being and flexibility is part of our DNA - we offer blended work arrangements with hybrid WFH flexibility, competitive shifts, Wellness and Chill-out days, Annual Volunteer Day and strong sustainability focus.

APPLY NOW to get started with your career at CTM.

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