Senior Team Leader - Reservations at Tourism Holdings Ltd

Auckland, Auckland, New Zealand -

Full Time

Start Date

Immediate

Expiry Date

22 Jul, 26

Salary

0.0

Posted On

23 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Contact Centre Management, Sales Performance, Customer Service, KPI Reporting, Staff Coaching, Conflict Resolution, Resource Planning, Operational Management, Stakeholder Management, Quality Assurance, Recruitment, Training Delivery, Problem Solving, Multitasking, Digital Literacy

Industry

Travel Arrangements

Description

About the role: As part of the Reservations Contact Centre Leadership Team, this role is all about inspiring a high-performing reservations team to deliver exceptional customer experiences and strong sales results. You’ll provide day-to-day operational leadership, support global sales initiatives, and act as a trusted second-in-command to the Contact Centre Manager—helping ensure service excellence across our 24/7 contact centre. In this hands-on leadership role, you will: Provide operational leadership as Duty Team Leader for the 24/7 reservations team Step into the Contact Centre Manager role during periods of absence Ensure service standards, turnaround times and KPIs are consistently met or exceeded Manage escalations and customer complaints with professionalism and care Support recruitment, onboarding, coaching and development of Booking Hosts Deliver training, coaching and call quality reviews to lift performance Assist with KPI reporting, call monitoring, audits and quality reviews Help design and finalise rosters and support effective resource planning Maintain expert knowledge of thl products, systems and processes Support global sales activity, VIP trade requests, and urgent enquiries Build strong relationships with trade partners and internal stakeholders Share market insights with the broader sales and commercial teams Actively contribute to thl’s Health & Safety culture About you: You’re a confident people leader who thrives in a fast-paced, customer-focused environment and knows how to bring out the best in a team. You’ll also bring: Proven experience leading, motivating and developing high-performing teams Previous contact centre experience (highly desirable) Strong sales and customer service capability, ideally within tourism or travel Excellent multitasking and prioritisation skills Confident decision-making, negotiation and problem-solving abilities Strong attention to detail and commitment to quality Clear, professional communication skills (written and verbal) Ability to build positive relationships across customers, team members and trade partners Strong digital capability and confidence learning new systems Knowledge of tourism destinations and regions where thl operates Second language skills are an advantage (German, French, Spanish, Italian, Dutch or Mandarin) Tertiary qualifications in Travel & Tourism are an advantage Why join thl? At thl, we’re passionate about creating extraordinary travel experiences while living our brand pillars every day. You’ll join a supportive leadership team, grow your career in a global tourism business, and play a meaningful role in shaping both team performance and customer experience. Thank you for your application, We are an equal opportunity employer and we aim to recruit a diverse range of people with a diverse range of talents to help us achieve our goals. Note that only selected candidates will be contacted. Your privacy is important to us. Our privacy policy explains how we collect, process, use, store and disclose your personal data, as well as your rights associated with that data. This policy is provided in a layered format so you can click through to the specific areas set out below. Please also use the Glossary at the end of the document to understand the meaning of some of the terms used. https://www.thlonline.com/privacy

Responsibilities

The Senior Team Leader will provide operational leadership for the 24/7 reservations team and act as a deputy to the Contact Centre Manager. Responsibilities include driving sales performance, managing escalations, coaching staff, and ensuring service excellence through KPI monitoring and resource planning.