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Call Centre Team Leader

Posted on 09-Mar-2023
Application Close Date: 30-Mar-2023
Job Details
Call Centre & Customer Service
Position Type:
Full Time
Job Reference:
Note clipJP_PCL Team Leader.pdf (PDF, 174KB)
Job Profile

  • Well established company with a good culture and credible brand presence
  • Showcase your team leadership and customer service skills
  • Option to full work from home with some office as required
  • This role can be based anywhere in Australia!

We deliver world class experiences by keeping our guests, travel partners and team at the heart of everything we do!

Princess Cruises is excited to announce: We are recruiting! With this comes a tremendous opportunity for an individual who wants to take the next step in their career as a Team Leader within Princess's fast-paced and highly dynamic Contact Centre.

As a Team Leader you will be reporting to the Contact Centre Manager - Princess Cruises.  You will be  responsible for inspirationally coaching and motivating team members to successfully achieve their maximum potential and realise business and personal objectives. You will be accountable for ensuring departmental service levels and objectives are defined and met, by driving and empowering consultants to achieve agreed and stretch objectives.

First things first, check out what we have on offer!

  • Competitive base + super
  • Named as one of the best places to work in Australia in the Great Place to Work® survey 2022.
  • Offering the option of full time remote with some office visits
  • Work life balance – 9 day (compressed hours) working fortnight with full time pay. Yes, that's a long weekend every fortnight!                                                                                           
  • An inclusive and diverse proud workforce with an amazing culture
  • Annual salary review based on personal and company achieved targets
  • Supportive Health & Wellbeing – physical, mental, and financial health benefits
  • Fantastic family & friends discount on cruises and onboard product launches
  • Airline and Hotel discounts through our partners
  • Supportive parental leave for both primary and non-primary carers
  • Reward & Recognition – attractive reward and recognition programs

Key responsibilities will include but are not limited to:

  • Coaching and mentoring Cruise Consultants to improve and develop their abilities through sales and service
  • Conducting regular 1:1 meetings and performance evaluations, providing appropriate feedback, training opportunities and corrective actions as required
  • Assisting Cruise Consultants with difficult calls/chats and handling escalated calls
  • Initiating continuous improvement of policies, practices, systems and processes
  • Gathering and analysing performance data, including customer satisfaction information
  • Managing the availability on a real-time basis to ensure that service level objectives are met
  • Participate in the recruitment selection process of new staff
  • Responsible for the management of schedule compliance

About You:

You're a result driven, engaged, and resilient individual that loves working within dynamic environment. Aside from your fantastic organisation and multi-tasking skills, you will have a strong work ethic and although you can work autonomously, it is in a team environment where you flourish. You have the flexibility and understanding of working within a rostered team environment, with the ability to manage your own work performance to achieve individual and team objectives. An ability to keep your cool, operate in a result focused and customer centric environment will see you succeed. You will be a passionate about customer service with a background in or passion for travel and tourism! You will have the confidence to build rapport & strong customer relationships over the phone. You are driven focused on results and committed to service excellence. As part of a close-knit team, your outgoing personality and willingness to roll up your sleeves and get the work done will set you apart from your competitors.

We would love to hear from people with:

  • 2 years + experience as a Call Centre Team Leader
  • A strong understanding of call centre dynamics
  • Demonstrated leadership and management experience, including change management experience
  • Understanding of KPI management including monitoring and measuring team indicators
  • Strong communication and relationship building skills, with a collaborative team centric approach
  • Strong problem-solving skills and sound judgement, including during times of pressure
  • Ability to use data analytics and reporting on key performance indicators
  • Ability to work a rotating roster between 730am – 1930pm Monday – Friday and a Saturday 8am – 4pm (once a month or as rostered)
    • Competency in the use of MS Office applications, strong Polar knowledge, Avaya and WFM (Workforce Management Reporting) highly advantageous
    • Strong, uninterrupted, internet coverage is a must for applicants that wish to work remotely

We are seeking someone with the right attitude to fit into our fun and supportive culture so, if you meet the above requirements, have an outgoing personality and solid work ethic, please send your application for consideration. Only suitable candidates will be contacted.

*Carnival Australia promotes diversity and inclusion across our workplace and encourages applications from all backgrounds and communities including people from Aboriginal and Torres Strait Islander communities, the LGBTQIA+ community and people living with disability.

*As part of our recruitment process and commitment to safety, suitable candidates will be required to undertake background checks which may include a police check, skills assessment/ testing, and reference checks as part of your application process. 

*In setting expectations, there may be a two-stage interview for suitable candidates that progress.

*We will not be accepting unsolicited resumes from Agency recruiters. Any unsolicited resumes submitted will not be eligible for a placement fee. Only approved Recruiters on our panel will be engaged.

Important Notice

Carnival Australia which operates P&O Cruises Australia is aware that some people have received emails claiming to offer employment positions with P&O Cruises Australia. These job offers are false and completely at odds with P&O Cruises' employment practices and have been reported to relevant authorities in Australia. P&O Cruises Australia does not send unsolicited emails offering job opportunities. Career opportunities at Carnival Australia are shown via this website. Should you receive an unsolicited email claiming to offer job opportunities at Carnival Australia or P&O Cruises Australia, you should not respond. Such approaches should be reported to relevant authorities in your country of origin.