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 **