Contact Sales Centre Performance Leader at AAT Kings Group

Job Title: Team Leader Contact Centre
Location: Bondi Junction, Sydney (Hybrid)
Company: AAT Kings Group

Salary: $80,000 per annum

Lead the Way in Australian Travel – Join AAT Kings

For over 100 years, AAT Kings has been bringing the wonders of Australia and New Zealand to life. From iconic landmarks like Uluru and the Great Barrier Reef to hidden local gems, we create unforgettable journeys that connect guests to the rich culture, landscapes and stories of these lands. 

We're currently on the lookout for a performance-driven Team Leader to guide and inspire our Contact Centre team in Bondi Junction. If you're passionate about coaching, customer experience and driving sales performance, this is your chance to lead a team that helps travellers turn dreams into reality every day.

What You’ll Do

As a Team Leader, you’ll oversee a team of sales and service agents, helping them deliver exceptional guest experiences and reach ambitious sales targets. You’ll be hands-on in creating a positive culture, nurturing individual performance and leading by example.

Your key responsibilities will include:

• Inspiring a high-performance sales culture, supporting your team to exceed KPIs and provide top-tier service to our guests and travel agents.
• Providing regular coaching and mentoring, through live call listening, feedback sessions and 1:1 development planning.
• Monitoring team performance to identify trends, opportunities, and strategies for improvement.
• Supporting multi-channel service delivery across phone, chat and email platforms.
• Acting as the escalation point for complex guest or agent queries and guiding resolution with care and professionalism.
• Collaborating with Workforce Planning to manage team rosters and ensure adequate coverage and coaching time.
• Driving engagement and recognition through team activities, culture initiatives, and rewards programs.

What We’re Looking For

We’re after a natural leader who knows how to coach a team toward success while fostering a fun, inclusive, and purpose-driven environment. You’ll bring a strong sales mindset, a commitment to service excellence, and an authentic passion for travel.

You’ll ideally have:

• Experience leading a sales or contact centre team with strong results.
• A talent for coaching and developing people, with a focus on performance, KPIs and feedback.
• A commercially-minded approach and ability to drive revenue outcomes.
• Excellent communication and interpersonal skills.
• Comfort with data and reporting to identify trends and implement improvements.
• Experience managing workforce planning or team scheduling is a bonus.
• A love of travel – and a desire to help others experience it.

Why You’ll Love Working With Us

• Incentive bonus based on your team’s performance.
• Hybrid work options – enjoy flexibility while staying connected.
• $1,850 annual travel credit after your first year to use across TTC brands.
• Discounted travel for family and friends.
• Personal development fund – $2,000 annually to invest in your growth.
• Employee wellbeing support, including access to TELUS Health.
• 12 weeks paid parental leave for eligible employees.
• 2 days paid volunteer leave each year.