PHoscobrWhere passion meets opportunitybrDiscover your journey into the extraordinary.brstrongJob Purposebr/strongExplora 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.brWe are seeking a proactive and motivated Team Leader to oversee daily operations, guide team members, and ensure high performance and productivity.brThe 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.brKey Accountabilitiesbr/pulliLead by example in delivering excellent customer service and maintaining a positive team culture. /liliServe as the primary point of contact for the local team regarding all operational needs, coordinating with relevant stakeholders to ensure timely resolution /liliAct as a point of escalation for complex customer issues or complaints, ensuring timely and effective resolution. /liliMonitor call queues, ambassador performance, and adherence to KPIs, including service levels, average handling time, and quality standards. /liliEnsure that the local team respects shifts and breaks scheduled. /liliMaintain up-to-date knowledge of company products, services, policies, and systems to support travel partners and enhance customer interactions. /liliDeliver regular coaching, feedback, and support to team members to foster development and improve performance. /liliCollaborate with the Training and Quality teams to identify skill gaps and support ongoing learning initiatives. /liliContribute to operational reporting and offers insights to the Supervisor on Ambassador performance trends and areas for improvement.br/li /ulstrongQualificationsbr/strongulliProven experience in a contact centre environment, ideally in a similar role. /liliStrong communication and interpersonal skills, with the ability to motivate and coach a team. /liliProblem-solving mindset and ability to handle escalations effectively and professionally. /liliFamiliarity with contact centre technologies, CRM systems, and performance metrics. /liliAbility to multitask and adapt in a fast-paced environment. /liliStrong attention to detail and organizational skills. /liliFluent English, written/spoken is a must as well as knowledge of at least another European language. Fluency in Italian is a strong advantage.br/li /ulVisa Requirements (if any)brulliRight to work in Italy.br/li /ulAt Explora Journeys, we are redefining luxury ocean travel - where discovery, well-being, and a deep respect for the seas come together in harmony.brWe seek passionate professionals who share our vision of a more immersive, transformative way to discover the world's most inspiring destinations by sea.brAre 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 herebrSettore: Hotel/TurismobrRuolo: Ristorazione/Hotellerie #J-18808-Ljbffr