Assistant Team Leader
FCM takes a holistic approach to corporate travel, specializing in managing national and global travel programs for medium and large businesses.
Ranked as one of the world’s top five travel management companies, it has a business network in over 97 countries and global headquarters in London, Brisbane, Singapore and New York. Backed by the global strength of Flight Centre Travel Group (FCTG), FCM combines local expertise and global experience to provide clients with a truly bespoke experience.
To learn more about FCM please click HERE
About the Opportunity
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 our team by assisting with training, managing daily operations, and ensuring exceptional customer service. If you are a motivated and enthusiastic individual who has a passion for travel and leadership, we invite you to apply.
Position available for the Shell Team.
This role serves as a steppingstone toward the Team Leader position, involving shared responsibilities and a valuable preparation for leadership.
Key Responsibilities:
- Process Improvement: Collaborate with the Team Leader to brainstorm and implement process improvements, contributing to enhanced efficiency and customer satisfaction.
- Team Mediator: Serve as a buffer between the Team Leader and team members, fostering an approachable and supportive environment. Handle various personality types and facilitate difficult conversations when necessary.
- Client and Brand Knowledge: Leverage your existing knowledge of clients and the agency's brand, enhancing your ability to provide exceptional service.
- Mentorship: Assist in mentoring team members, including payroll and phone system training, to support their growth and development.
- Leadership Growth: Demonstrate potential and dedication for future growth within the organization, with a clear path toward becoming a Team Leader.
- PTO Approval: Take charge of approving Paid Time Off (PTO) requests when the Team Leader is out of the office, ensuring seamless workflow and staffing coverage.
- Training and Change Management: Collaborate with all agents, including seasoned agents, to facilitate training and adaptation to new processes. Champion change management initiatives and ensures team members are onboard with evolving practices.
- Phone Management: Monitor phone activity to maintain control during busy periods, ensuring customer inquiries are promptly addressed.
- Scheduling Support: Assist the Team Leader in creating schedules and handling time-off requests, contributing to efficient staffing and workload distribution.
- Performance Reporting: Generate phone reports for teams and provide constructive feedback based on performance results, helping agents continuously improve.
- Client Engagement: Attend client meetings or calls in the absence of the Team Leader, representing the agency professionally and ensuring client needs are met.
Competencies:
- Team Player with Business Acumen: Collaborate effectively with team members, demonstrating a deep understanding of the travel industry's business dynamics. Your insights will contribute to the agency's success.
- Delegation and Staff Development: Exhibit a strong ability to delegate tasks and responsibilities while nurturing the growth and development of your team members. Empower them to excel in their roles.
- Effective Communication and Solutions Orientation: Communicate clearly and concisely, with a solutions-oriented approach to challenges. Skillfully manage and motivate a diverse range of personalities within the team.
- Discipline and Empathy: Maintain discipline in work processes while demonstrating empathy and understanding towards team members and clients. Balance professionalism with empathy to create a positive work environment.
- Visionary Perspective: Possess a forward-thinking, visionary mindset. Contribute strategic planning and innovative ideas that shape the future of our team and agency.
- Flexibility: Adapt to changing circumstances and industry trends with grace and adaptability. Flexibility is key to navigating the ever-evolving travel landscape.
Experience & Qualifications:
- Proven Organizational Aptitude: 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.
- FCM Platform Proficiency: A strong knowledge and comprehensive understanding of the FCM platforms and systems utilized by the team, enabling seamless navigation and utilization of essential tools.
- Commitment to FC Systems and Philosophies: A 100% belief in and unwavering commitment to the values, systems, and philosophies of FCM & FCTG aligning with the company's core principles.
- Change Management Expertise: Demonstrated ability to manage change effectively, embracing new processes, technologies, and methodologies while guiding others through transitions.
- Drive and Focus: A relentless drive, determination, and unwavering focus on achieving objectives and surpassing targets, even in challenging circumstances.
- Self-Awareness: The ability to reflect on one's own strengths and areas for improvement, fostering continuous personal and professional growth.
Work Perks! - What’s in it for you:
FCTG is renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm.
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Enjoy the freedom and flexibility of a hybrid work structure that combines both remote and in-person work.
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Have fun: At the heart of everything we do at Flight Centre is a desire to have fun.
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Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!
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Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.
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Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.
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Personal connections: We are a big business founded on personal relationships.
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Diversity, Equity & Inclusion
- Diversity Day: paid leave to observe holiday or cultural celebration of your choice
- Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice)
- DEI education
- Commitment to fair practices such as regular equity assessments and inclusive recruitment protocols
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A career, not a job: We offer genuine opportunities for people to grow and evolve
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We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
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Giving Back: Proud Corporate Social Responsibility program supporting nominated charities through volunteering and fundraising
- Office Environmental Program
- Many of our offices are Leadership in Energy and Environmental Design (LEED®) Gold certified buildings
- 1 Volunteer Day per Calendar Year
Benefits Include:
- Paid Time Off *
- Up to 15 Vacation Days accrued per year - prorated upon hire and increased by tenure after 2 years of employment (up to 25 days)
- 5 Sick Days accrued per year
- 3 Personal Days
- 1 Diversity Day
- 1 Volunteer Day
- 8 Recognized Holidays
- 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
*Vacation, Personal, and Sick time accrual rates will vary based on full-time or part-time employee status. Recognized Holidays are either paid time off or, if required to work due to job requirements, holiday pay rate, and may vary depending on state.
#LI-SC1#FCM#LI-Hybrid
Location – Remote, USA
If this sounds like the opportunity you have been waiting for then APPLY NOW.
This role can be performed onsite or on a hybrid schedule, in compliance with the Company’s Remote and Flexible Work Policy.
For this position, we anticipate offering an hourly pay rate of $31.25 plus commission/incentive earnings based on achievable targets. Hourly rate is dependent on relevant factors, including experience, geographic location, and job requirements. On target earnings average range between $65,000 - $75,000. The annual salary range listed represents the total compensation package, excluding benefits.
For this position, you may earn between 2-29% in marginal commission rates based on qualified sales achieved during each month.
Before applying to any internal position you must have been with the company or your current role for a minimum of 6 - 12 months and notify your leader prior to applying.
Our number one philosophy? Our people. Flight Centre Travel Group USA’s promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which truly reflects the diversity of our society.
We are an affirmative action and equal opportunity employer committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to help make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at careers@us.flightcentre.com