Cruise Sales Team Leader

2 weeks ago

Brisbane, Queensland, Australia Flight Centre Full time $90,000 - $120,000 per year
What you'll be doing...
  • Lead and motivate a team of cruise 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 cruise 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 of call centre experience, including at least 1 year in a leadership or supervisory role
  • Background in the travel or cruise industry (B2C or B2B), ideally in sales, customer support, or bookings
  • Strong knowledge of cruise products, destinations, and booking systems (e.g., Polar, Amadeus, Sabre, or proprietary tools)
  • Proven leadership experience with a track record of managing team performance
  • Excellent communication, problem-solving, and interpersonal skills
  • Ability to lead and thrive in a high-pressure, metrics-driven environment
  • Proficient in MS Office and CRM/contact centre platforms
  • Flexible availability for rotating shifts, weekends, and holidays if needed
  • Exceptional multitasking ability to meet deadlines and exceed client expectations
  • Excels at building meaningful relationships while prioritising teamwork and collaboration
  • High attention to detail
  • Ability to work in a fast paced environment

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