Job no: 526835
Brand: Ignite
Work type: Full time
Location: Queensland
Categories: Leisure Travel & Retail
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! ✨ ✨

• 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