Team Leader Sales – My Touring

About the role

We are seeking a proactive and results‑driven My Touring Sales Team Leader to head our touring call centre team in Broadbeach. You will lead day‑to‑day operations, coach agents and ensure every customer interaction meets our high standards.

Key responsibilities

• Lead and motivate a team of touring agents handling enquiries via phone, email and chat.
• Monitor real‑time performance against KPIs such as call quality, conversion rates, AHT, CSAT and revenue.
• Conduct performance reviews, coaching sessions and team briefings.
• Handle escalated customer issues and complex touring bookings.
• Support workforce planning, shift scheduling and attendance tracking.
• Maintain up‑to‑date knowledge of cruise products, promotions, policies and system updates.
• Generate and present daily, weekly and monthly performance reports with actionable insights.

Required profile

• Minimum 2 years call‑centre experience, including at least 1 year in a supervisory role.
• Travel industry background with a passion for sales.
• Strong knowledge of travel products, destinations and booking systems.
• Proven leadership with a track record of coaching and developing teams.
• Excellent communication, problem‑solving and interpersonal skills.
• High organisational ability, attention to detail and multitasking in a fast‑paced environment.

Required skills

• Experience with travel booking platforms such as Polar, Amadeus, Sabre or proprietary systems.
• Proficiency in Microsoft Office.
• Familiarity with CRM and contact‑centre platforms.

What we offer

• Ongoing skills development and career progression across a network of brands.
• Travel discounts through a rewards program.
• Access to health, wellbeing and financial advisory programs.
• Swanky beachfront office in Broadbeach.
• Social events, networking opportunities and volunteer leave.