Assistant Team Leader - Corporate After Hours
Corporate Traveller is the only travel management corporation in Australia dedicated to SME businesses. Corporate Traveller is one of FCTG's most successful brands, globally. Our mission is to dominate the SME market, making the end-to-end travel experience faster, simpler and easier for our customers and to demonstrate ongoing value to decision-makers, travellers and bookers. We provide our customers with the perfect blend of personal, local service blended with our expert technology suite and the great choice and value which comes with being part of the FCTG family.
About the Opportunity
As Assistant Team Leader (ATL), you will play a critical role in supporting the Team Leaders in delivering effective team management during shifts.
You will contribute to the leadership team’s efforts in achieving the team's vision and objectives and assists with various projects as needed.
Additionally, you are expected to work within the business on a rotating 24-hour roster, ensuring that all staff comply with corporate after-hours processes.
This position requires a strong commitment to maintaining operational excellence and supporting team cohesion. You will also be responsible for performing consultant after-hours duties when not actively engaged in leadership responsibilities.
What you will do:
On-Shift Leadership
Lead the operational shift in the absence of, or in support of, the Team Leader(s)
Ensure high service quality, efficiency, and team morale while ensuring adherence to team processes
Culture Champion
Lead by example with a positive attitude
Identify team members requiring additional support and act as a communication bridge between the team and Team Leaders
People Management
Address performance, behaviour, or external issues in real-time during shifts
Take steps toward resolution and escalate matters to senior leadership when necessary
Call Quality
Maintain top performance in personal Call Quality Assurance assessments
Demonstrate a high level of understanding needed to assess and coach others on call quality
Agent Query Investigation
Investigate and action agent queries as required by shift volume, every weekday during shifts
Induction of New Staff
Conduct staff inductions and complete the new user process, supporting Team Leaders, Corporate After Hours L&D team, and Village Leader as needed
Directorship Support
Gain experience by shadowing and supporting Team Leaders on an ad-hoc basis
Take responsibility for your own directorship portfolio
Reporting
Carry out reporting as directed by Team Leaders in line with End of Month (EOM) processes and business development
Consultant Responsibilities
Perform consultant duties during shifts when not actively engaged in leadership responsibilities
Provide high-level customer service, resolve issues efficiently, and ensure KPIs are met
Support change management and maintain a high level of accuracy in all tasks
Uphold Philosophies
Demonstrate commitment to company values and philosophies
Take ownership of successes and failures
Show dedication to both technical and personal development
Foster enjoyment in the workplace by maintaining a positive attitude and participating in staff events whenever possible (e.g. Buzz Nights, Conferences, Planning Days)
What you will need:
Essential
Proficiency in all operational systems, including GDS (Sabre, Amadeus preferred), Lumina, Salesforce (Agent Workspace), and Genesys
Strong ability to accurately interpret and calculate fares, change fees, and additional collections
Experience as a Corporate/Leisure consultant with a proven track record of meeting and exceeding KPI targets
Willingness to work on a 24-hour, 365-day roster, with an understanding that leadership roles may require flexibility within the published schedule
Highly Desirable
Previous leadership experience
Experience in dispute resolution
Proven success in managing change effectively
** Please advise your leader before applying **
Apply To This Job
About the Opportunity
As Assistant Team Leader (ATL), you will play a critical role in supporting the Team Leaders in delivering effective team management during shifts.
You will contribute to the leadership team’s efforts in achieving the team's vision and objectives and assists with various projects as needed.
Additionally, you are expected to work within the business on a rotating 24-hour roster, ensuring that all staff comply with corporate after-hours processes.
This position requires a strong commitment to maintaining operational excellence and supporting team cohesion. You will also be responsible for performing consultant after-hours duties when not actively engaged in leadership responsibilities.
What you will do:
On-Shift Leadership
Lead the operational shift in the absence of, or in support of, the Team Leader(s)
Ensure high service quality, efficiency, and team morale while ensuring adherence to team processes
Culture Champion
Lead by example with a positive attitude
Identify team members requiring additional support and act as a communication bridge between the team and Team Leaders
People Management
Address performance, behaviour, or external issues in real-time during shifts
Take steps toward resolution and escalate matters to senior leadership when necessary
Call Quality
Maintain top performance in personal Call Quality Assurance assessments
Demonstrate a high level of understanding needed to assess and coach others on call quality
Agent Query Investigation
Investigate and action agent queries as required by shift volume, every weekday during shifts
Induction of New Staff
Conduct staff inductions and complete the new user process, supporting Team Leaders, Corporate After Hours L&D team, and Village Leader as needed
Directorship Support
Gain experience by shadowing and supporting Team Leaders on an ad-hoc basis
Take responsibility for your own directorship portfolio
Reporting
Carry out reporting as directed by Team Leaders in line with End of Month (EOM) processes and business development
Consultant Responsibilities
Perform consultant duties during shifts when not actively engaged in leadership responsibilities
Provide high-level customer service, resolve issues efficiently, and ensure KPIs are met
Support change management and maintain a high level of accuracy in all tasks
Uphold Philosophies
Demonstrate commitment to company values and philosophies
Take ownership of successes and failures
Show dedication to both technical and personal development
Foster enjoyment in the workplace by maintaining a positive attitude and participating in staff events whenever possible (e.g. Buzz Nights, Conferences, Planning Days)
What you will need:
Essential
Proficiency in all operational systems, including GDS (Sabre, Amadeus preferred), Lumina, Salesforce (Agent Workspace), and Genesys
Strong ability to accurately interpret and calculate fares, change fees, and additional collections
Experience as a Corporate/Leisure consultant with a proven track record of meeting and exceeding KPI targets
Willingness to work on a 24-hour, 365-day roster, with an understanding that leadership roles may require flexibility within the published schedule
Highly Desirable
Previous leadership experience
Experience in dispute resolution
Proven success in managing change effectively
** Please advise your leader before applying **
Apply To This Job