The Assistant Team Leader will support operational excellence in a 24/7 environment by leading shifts, managing team performance, and fostering a positive culture. They will also balance leadership duties with consultant responsibilities to ensure high service quality and KPI achievement.
About the Opportunity
Join Corporate After Hours and play a key leadership role supporting operational excellence across a 24/7 environment.
As an Assistant Team Leader, you'll work closely with Team Leaders to deliver exceptional service outcomes, support team performance, and foster a positive and engaging culture.
This is a hands-on leadership position where you'll balance operational leadership responsibilities with consultant duties, while helping drive team success, change initiatives, and continuous improvement.
You'll have the opportunity to develop your leadership capability while making a meaningful impact on both customer and team experiences.
What you will do:
Lead operational shifts in the absence of, or in support of, Team Leaders
Ensure high service quality, operational efficiency, team morale, and adherence to processes
Act as a culture champion by leading with positivity and supporting team engagement
Identify team members requiring additional support and act as a communication bridge between the team and leadership
Address performance, behavioural, and operational issues during shifts and escalate where appropriate
Maintain high personal quality assessment results and support coaching on call quality standards
Investigate and resolve consultant and agent queries in a timely manner
Conduct staff inductions and support onboarding activities for new team members
Support leadership development initiatives and take ownership of assigned directorship responsibilities
Complete reporting activities and contribute to end-of-month processes and business development initiatives
Perform consultant after-hours responsibilities when not actively engaged in leadership duties
Deliver outstanding customer service while ensuring KPI achievement and operational accuracy
Support change management initiatives and maintain compliance with Corporate After Hours processes
Demonstrate ownership, accountability, and commitment to company values and philosophies.
What you will need:
Proven experience as a Corporate After-Hours Consultant with a consistent record of meeting and exceeding KPI targets.
Strong knowledge of Corporate After Hours processes and behavioural expectations.
Previous leadership experience in a similar environment or one with comparable values.
Experience managing disputes and resolving issues effectively.
Proven ability to support and manage change initiatives.
Proficiency in operational systems including Sabre, Amadeus, Lumina, Salesforce Agent Workspace, and Genesys.
Strong capability interpreting and calculating fares, change fees, and additional collections.
Excellent verbal and written communication skills with strong stakeholder engagement capability.
Ability to work effectively under pressure, manage competing priorities, and deliver results in a 24/7 operational environment
** Please advise your leader before applying **
Please Note: applications can only be considered by candidates who are based in Australia and have the right to work without restriction or requiring visa sponsorship.
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