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.
Established in June 2004, FCM has been named World’s Best Travel Management Company for eight years running at the World Travel Awards.
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) for the Parexel/Verizon team 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 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.
Experience & 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.
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.
- Have fun: At the heart of everything we do at Flight Centre is a desire to have fun.
- 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!
- Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.
- 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.
- Personal connections: We are a big business founded on personal relationships.
- Diversity, Equity & Inclusion: Commitment to diversity, equity, and inclusion through initiatives like Diversity Day (paid leave to observe a holiday or cultural celebration of your choice) Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice), DEI education initiatives, and equitable practices, including regular equity assessments and inclusive recruitment protocols.
- A career, not a job: We offer genuine opportunities for people to grow and evolve
- We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
- Giving Back: Our Corporate Social Responsibility program supports nominated charities through volunteering and fundraising, complemented by our Office Environmental Program, LEED® Gold-certified office spaces, and 1 paid Volunteer Day per calendar year
Benefits Include:
- 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
*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.
Location – Remote, USA
Employees living within 50 miles of an office are expected to work onsite full-time.
If this sounds like the opportunity you have been waiting for then APPLY NOW.
Have questions about this opportunity? Reach out to our recruitment team at careers@us.flightcentre.com
For this position, we anticipate offering an hourly pay rate of $31.25 plus commission/incentive earnings based on achievable targets. On target earnings average range between $65,000 - $75,000. The annual salary range listed represents the total compensation package, excluding benefits.
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
🏆 Travel Weekly Magellan Awards: Silver Winner for Accessibility and Inclusivity (2023)
🌟 GBTA WINiT: DEI Leadership Pinnacle Award (2023)
✈️ CHHR: 5-Star DE&I Employer (2023, 2024)
🌍 Seramount, FCTG Mexico : Member of the Global Inclusion Index (2023, 2024)
🏅 Newsweek: America’s Greatest Workplaces for Diversity (2024)
