u003Cb>Brisbane | Full Time | Trade Sales (B2B not B2C)u003C/p>

Are you a natural leader who loves u003Cb>bringing out the best in people?u003C/p>

Do you get a buzz from u003Cb>coaching, inspiring and developing a team to be their best?u003C/p>

Do you thrive in a fast-paced environment where u003Cb>great service, quality and teamwork really matter?u003C/p>

And would you love to spend your days surrounded by u003Cb>all things travel?u003C/p>

u003Cb>If so, we want YOU to lead our Trade Sales Team!u003C/p>

About us

We want to offer our customers more than just a holiday.

That’s why Imagine Cruising was created back in 2011 – to give people the chance to discover the world in a whole new way, backed by exceptional service and travel expertise.

We specialise in creating competitively priced, unique holiday packages and experiences across u003Cb>cruise, rail and land, both domestically and internationally. Think incredible destinations, exclusive packages and unforgettable experiences.

About the role

This isn't your typical large call centre management role. You’ll be leading a small but exceptional team of four who are at the heart of supporting our B2B (Trade) business. Your team provides day to day support to our travel agent partners who sell and book our exclusive Imagine Cruising packages.

We’re looking for someone who wants to do more than simply manage a team. We want a leader who will coach, motivate and drive high standards, making sure our travel agent partners, and ultimately their customers receive a fabulous experience every time they deal with us.

You’ll be hands‑on with your team: celebrating the wins, jumping in when they need support, listening to calls, coaching in real time and continually looking for ways to improve the quality, accuracy and efficiency of the support we provide.

What you’ll be doing





- Leading, coaching and developing a high performing customer support team.
- Driving quality, accuracy, productivity and exceptional service across the team.
- Making sure our travel agent partners receive knowledgeable, timely and reliable support.
- Coaching the team in real time through call listening, side by side support and constructive feedback.
- Developing training across product knowledge, systems, processes and customer service.
- Monitoring daily call queues, service levels, response times and team performance, and jumping in when something needs attention.
- Supporting new starters from day one and helping them build their confidence and capability.
- Acting as the senior point of escalation for complex or high value enquiries.
- Building robust relationships with our key travel agent partners and understanding how we can better support them.
- Using call centre data and performance metrics to identify trends, coaching opportunities and areas for improvement.
- Working closely with our B2B Sales, Product, Marketing and BDM teams to ensure the support function is aligned with what's happening across the business.
- Continually improving our systems, CRM processes and ways of working.
- Managing team resourcing, payroll and budget requirements.

What we’re looking for

You’ll be someone who genuinely enjoys u003Cb>leading people and isn't afraid to get involved.

Ideally, you’ll bring:

- Previous experience leading a call centre,



contact centre or customer support team.
- A strong customer service mindset and a genuine focus on quality.
- A passion for coaching, mentoring and developing people.
- The ability to motivate a team while also holding people accountable for performance and standards.
- Confidence working with call centre KPIs, service levels, productivity and quality metrics.
- Excellent communication and relationship building skills.
- Strong stakeholder management skills and the confidence to work across different areas of the business.
- A continuous-improvement mindset - if there's a better way of doing something, you'll want to find it.
- Confidence using CRM systems and technology.
- The ability to learn quickly and keep up in a fast moving environment.
- And if you already know and love the u003Cb>travel industry, even better!

Why Imagine Cruising?

There's plenty to love about working with us:

- Travel discounts on our packages and experiences
- Bonus opportunities
- Familiarisation trips (FAMILs) and opportunities to experience the products we offer
- Birthday leave - because no one should have to work on their birthday!
- A dedicated Culture & Wellbeing Program, with activities and events throughout the year
- Access to our Employee Assistance Program (EAP)
- Opportunities for professional development and career growth
- A fun, social and supportive workplace

Most importantly, you'll have the opportunity to take ownership of a great little team and make a genuine impact on the experience we provide to our travel agent partners and the success of our B2B business.

If you're an energetic, people focused leader who loves u003Cb>great service, developing people and, of course, travel, we'd love to hear from you.

#J-18808-Ljbffr

📌 Call Centre Manager - Trade Sales (Queensland)
🏢 Imagine Cruising
📍 Queensland