[Hiring] Assistant Team Leader @Flight Centre

Role Description

We are seeking a dedicated and experienced team member to step into the role of Assistant Team Leader (ATL) at FCM. In this key position, you will support the growth and success of your team by assisting with training, managing daily operations, and ensuring exceptional customer service. If you are a motivated individual who has a passion for travel and leadership, we invite you to apply. This role serves as a steppingstone toward the Team Leader position, involving shared responsibilities and a valuable preparation for leadership.

Key Responsibilities

• Collaborate with the Team Leader to implement process improvements for greater efficiency and customer satisfaction.
• Mentor and delegate effectively, providing training in payroll, phone systems, and professional development to support team growth.
• Act as a bridge between the Team Leader and team, fostering an approachable and supportive environment.
• Demonstrate potential and dedication for future growth within the organization, with a clear path toward becoming a Team Leader.
• Manage diverse personalities and facilitate difficult conversations with professionalism and empathy.
• Maintain structured processes while balancing flexibility and team well-being.
• Communicate clearly with a solutions-focused approach to motivate and engage the team.
• Monitor phone activity during busy periods to ensure prompt customer service.
• Lead training and change management efforts, helping all agents adapt to new processes and stay ahead of industry trends.
• Generate phone reports and provide constructive feedback to support continuous improvement.
• Contribute strategic and innovative ideas with a forward-thinking mindset.
• Leverage client and brand knowledge to enhance service quality.
• Assist with scheduling and time-off requests to optimize staffing and workload distribution.
• Attend client meetings or calls in the absence of the Team Leader, representing the company in a professional manner.
• Other duties and tasks as assigned.
• Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive.

Qualifications

• A minimum of 6 months of experience within FCM, demonstrating exceptional organizational skills and decisiveness within a business context, ensuring efficient workflow and task management.
• A strong knowledge and comprehensive understanding of the FCM platforms and systems utilized by the team, enabling seamless navigation and utilization of essential tools.
• A 100% belief in and unwavering commitment to the values, systems, and philosophies of FCM & FCTG aligning with the company's core principles.
• Demonstrated ability to manage change effectively, embracing new processes, technologies, and methodologies while guiding others through transitions.
• A relentless drive, determination, and unwavering focus on achieving objectives and surpassing targets, even in challenging circumstances.
• The ability to reflect on one's own strengths and areas for improvement, fostering continuous personal and professional growth.
• Reliable, high-speed internet connectivity required to support core job responsibilities, including but not limited to video conferencing, access to company systems, and secure handling of company data.

Benefits

• Paid Time Off: A comprehensive time off package, including up to 15 vacation days (prorated upon hire and increasing to 20 days after 2 years of employment), 5 sick days, 3 personal days, 1 Diversity Day, 1 Volunteer Day, and 8 recognized holidays annually.
• Travel perks/discounts.
• Health & Wellness Programs and Employee Financial Wellness Services.
• National/International Award Nights and Conferences.
• Health benefits including medical, dental, vision, gender affirming care, and fertility care.
• Insurance including hospital indemnity, AD&D, critical illness, long-term and short-term disability.
• Flexible Spending Accounts.
• Employee Assistance Program.
• 401k program with partial match.
• Tuition Reimbursement Program.
• Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions.
• Global career opportunities in a network of brands and businesses.

Location

Remote, USA