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

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