Journey Experience Center Team Leader

Where passion meets opportunity

Discover your journey into the extraordinary.

Job Purpose

Explora Journeys is a vibrant, cosmopolitan, European luxury brand, imagined in the heart of Swiss Hospitality and luxury in Geneva. Leveraging our parent company MSC Group`s hundreds of years of maritime expertise, our fleet of six ships (4 currently in the pipeline) are being built and designed in a totally different and unique way that will transform and redefine the cruise experience, creating a category of its own, appealing to the next generation of luxury travelers.
We are seeking a proactive and motivated Team Leader to oversee daily operations, guide team members, and ensure high performance and productivity.
The ideal candidate will support the team by providing training, performance coaching and managing escalations. The ideal candidate possesses a strong collaborative mindset and is comfortable with a fast-paced environment of a rapidly growing business.

Key Accountabilities

* Lead by example in delivering excellent customer service and maintaining a positive team culture.
* Serve as the primary point of contact for the local team regarding all operational needs, coordinating with relevant stakeholders to ensure timely resolution
* Act as a point of escalation for complex customer issues or complaints, ensuring timely and effective resolution.
* Monitor call queues, ambassador performance, and adherence to KPIs, including service levels, average handling time, and quality standards.
* Ensure that the local team respects shifts and breaks scheduled.
* Maintain up-to-date knowledge of company products, services, policies, and systems to support travel partners and enhance customer interactions.
* Deliver regular coaching, feedback, and support to team members to foster development and improve performance.
* Collaborate with the Training and Quality teams to identify skill gaps and support ongoing learning initiatives.
* Contribute to operational reporting and offers insights to the Supervisor on Ambassador performance trends and areas for improvement.

Qualifications

* Proven experience in a contact centre environment, ideally in a similar role.
* Strong communication and interpersonal skills, with the ability to motivate and coach a team.
* Problem-solving mindset and ability to handle escalations effectively and professionally.
* Familiarity with contact centre technologies, CRM systems, and performance metrics.
* Ability to multitask and adapt in a fast-paced environment.
* Strong attention to detail and organizational skills.
* Fluent English, written/spoken is a must as well as knowledge of at least another European language. Fluency in Italian is a strong advantage.

Visa Requirements (if any)

* Right to work in Italy.
At Explora Journeys, we are redefining luxury ocean travel - where discovery, well-being, and a deep respect for the seas come together in harmony.
We seek passionate professionals who share our vision of a more immersive, transformative way to discover the world's most inspiring destinations by sea.
Are you ready to turn your passion into something extraordinary? Join us at Explora Journeys, where an ocean of opportunities awaits. Your journey to the Ocean State of Mind starts here