Journey Experience Center Team Leader

Join to apply for the Journey Experience Center Team Leader role at G company . Discover your journey into the extraordinary with Explora Journeys, a vibrant, cosmopolitan European luxury brand based in Geneva, leveraging MSC Group's maritime expertise. We are seeking a proactive and motivated Team Leader to oversee daily operations, guide team members, and ensure high performance and productivity. Key Accountabilities Lead by example in delivering excellent customer service and maintaining a positive team culture. Serve as the primary contact for operational needs, coordinating with stakeholders for timely resolution. Act as escalation point for complex customer issues, ensuring effective resolution. Monitor call queues, ambassador performance, and KPIs. Ensure team respects shifts and breaks. Maintain knowledge of products, policies, and systems to support travel partners and customer interactions. Provide coaching and feedback to foster team development. Collaborate with training and quality teams to identify skill gaps and support learning. Contribute to operational reports and performance insights. Qualifications Experience in a contact centre environment, preferably in a similar role. Strong communication and interpersonal skills. Problem-solving skills and escalation handling. Familiarity with contact centre tech, CRM systems, and metrics. Ability to multitask and adapt quickly. Attention to detail and organization skills. Fluent English; knowledge of another European language, especially Italian, is a plus. Visa Requirements Right to work in Italy. At Explora Journeys, we are redefining luxury ocean travel, emphasizing discovery, well-being, and respect for the seas. Join us to turn your passion into something extraordinary and start your journey to the Ocean State of Mind. Seniority level Mid-Senior level Employment type Full-time Job function Information Technology J-18808-Ljbffr

Location: Napoli, Campania, IT

Posted Date: 11/19/2025