Ahoy there! 🚢 

🌊 Ready to ride the waves of success? ⚓

We’re on the lookout for a proactive and results-driven Team Leader to take the helm of our dynamic cruise call centre team. In this pivotal role, you’ll lead from the front—overseeing day-to-day operations, driving performance in sales or service, coaching your team, and ensuring every customer interaction is smooth sailing.

With a strong background in the travel or cruise industry, your leadership skills will inspire excellence in a fast-paced, target-driven environment. Whether it’s an inbound query or an outbound opportunity, you’ll guide your team to deliver exceptional customer experiences that turn dreams into unforgettable journeys.

If you're a travel professional who knows how to transform an ordinary trip into an extraordinary adventure, it's time to #jumpship and join our exciting voyage. Come make waves and help us redefine the future of cruise travel! ✨ 🌊⚓✨

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 
• Experience leading a team

Your awesome extras...

 📚 Ongoing brain power-ups and skill sharpening, plus occasional escapes to bucket list destinations

🚀 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, with a golden ticket to public transport and parking perks

💃🏿 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!