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Contact Centre Team Leader

Contact Centre Team Leader

The Travel CorporationBondi Junction, NSW, AU
7 days ago
Job type
  • Full-time
Job description

Team Leader – Contact Centre

Location : Bondi Junction, Sydney

Company : The Travel Corporation (TTC)

Join a Global Travel Leader, Powering Iconic Brands

At The Travel Corporation, we are passionate about making travel matter. Representing some of the world’s most loved travel brands including Contiki, Trafalgar, Insight Vacations, Uniworld, AAT Kings, and Adventure World we connect millions of travellers with life-changing experiences across more than 70 countries each year.

We are currently seeking an energetic and performance-driven Team Leader to join our Contact Centre team in Sydney. This is a pivotal role for someone who thrives on driving results, shaping team culture and delivering exceptional customer and sales outcomes.

What You Will Do

As a Team Leader, you’ll lead a team of sales and service agents within our multi-brand Contact Centre, supporting the delivery of exceptional customer experience and high-performance outcomes. You will be the heartbeat of team performance coaching, motivating, and removing barriers to success.

Your responsibilities will include :

  • Drive and embed a high-performance sales culture, motivating and empowering agents to exceed individual and team sales targets while upholding our brand values and meeting customer needs.
  • Coach team members to achieve and surpass KPIs related to sales conversion, customer satisfaction, first contact resolution, and schedule adherence.
  • Manage coaching schedules, including live listening sessions, playback reviews, and individualised development planning.
  • Empowering your team to create memorable customer experiences across all touchpoints (phone, chat, and email)
  • Foster a positive and inclusive team culture, both onsite and remotely, encouraging collaboration and continuous improvement
  • Acting as the escalation point for complex queries and coaching your team through resolution approaches
  • Collaborating with Workforce Planning and other key stakeholders to ensure flexibility in scheduling and coaching rhythm
  • Championing engagement and development through team check-ins, gamification, and culture-building initiatives

What We’re Looking For

You are a strong people leader with a passion for coaching and team development. You thrive in a fast-paced environment, are solution-oriented, and deeply committed to customer and commercial outcomes.

To succeed in this role, you will bring :

  • Proven experience leading a high-performing team in a contact centre or sales environment
  • A strong commercial mindset and proven ability to lead with a sales focus driving team performance, conversion, and revenue outcomes
  • Strong coaching capability with a focus on KPIs, individual development, and feedback culture
  • The ability to analyse performance data and translate it into actionable insights
  • Excellent interpersonal and communication skills empathetic, direct, and inspiring
  • Experience in managing rosters, workflows, or workforce planning is a plus
  • A passion for travel and connecting people with unforgettable experiences

    • What’s In It for You

  • Sales incentive bonus based on team performance and business targets
  • Flexible Work Arrangements : work from home two days a week and collaborate in the office three days.
  • Wellbeing Support : Access to extensive employee assistance and wellbeing programs for you and your family.
  • Travel Discounts : Generous domestic and international travel discounts for you, your family and friends.
  • Learning & Development : Career development and personal growth opportunities.
  • Love for Travel Benefit : Annual travel credit of $1850 after your first year to use on any core travel brands.
  • Team Engagement : Two team engagement days per year.
  • Volunteer Leave : Two days paid leave per year for volunteer opportunities.
  • Parental Leave : 12 weeks paid parental leave for eligible employees.

    • About The Travel Corporation

    For over 100 years, The Travel Corporation (TTC) has been proudly delivering extraordinary travel experiences across the globe. Home to over 40 award-winning brands including Contiki, Trafalgar, Insight Vacations, Uniworld, AAT Kings, and Adventure World we operate in more than 70 countries and serve over 2 million travellers each year.

    With a team of over 10,000 passionate professionals, TTC is driven by a commitment to innovation, service excellence, and making travel matter for people and the planet.

    We are proud to be an equal opportunity employer and celebrate the diversity of our people, customers, and communities.