Associate Manager After Hours Operations

ADTRAV Travel Management• US,

6h•$60,000 - $65,000•Remote

About The Position

ADTRAV Travel Management, founded in 1977, has over four decades of experience in managing corporate, government, vacation, group, meetings, and incentive travel programs across the United States. We have experienced steady growth throughout our history and are currently ranked as one of the top business travel management companies in the country. ADTRAV is seeking an Associate Manager After Hours Operations to assist the manager in motivating and supervising Travel Consultants and resolve minor issues from clients. In addition, this position conducts research for payment changes. Responsibilities also include but are not limited to overseeing the prompt answering of phones, reviewing time off requests, reviewing, and adjusting time punches, and training of agents on procedures and policies. This position is required to work every weekend and three nights during the week. In addition, this position works on holidays. This position has access to data and travelers as part of a government contract. Candidates for this position are required to be a US Citizen per contract requirements and pass extensive government clearances, that include reviewing criminal history, credit, employment, and IRS tax information.

Requirements

High school diploma or equivalent required.
At least 5 years of travel consultant/travel agent experience, preferably in a call center environment.
Experience booking travel for corporate clients required; experience booking travel for government clients preferred.
Strong knowledge of Sabre GDS required. Knowledge of Amadeus a plus.
Experience as a team lead or mentor required.
Working knowledge and proficiency in Fly America, Open Skies and federal travel regulations.
Experience booking international travel with geographical and rate structures.
Strong computer and typing skills, which includes the ability to navigate quickly between programs and using shortcut keys.
Demonstrated experience learning and using technology, and ability to use multiple applications and monitors at one time.
Experience with Microsoft Office suite (Outlook, Word, Excel).
Highly proficient in business writing and able to format emails and communication with proper grammar and spelling.
Excellent English written and verbal communication skills.
Strong attention to detail with emphasis on accuracy and quality.
Highly self-motivated and able to manage multiple tasks in a fast-paced environment and with minimal supervision.
Able to function in a high-paced and at times stressful environment.
Excellent time-management and organizational skills, with a proven ability to meet deadlines and work well under pressure.
Ability to communicate ideas and concepts clearly and concisely, while also being open to receive feedback and direction as needed.
Exhibits leadership traits to motivate, communicate, and provide feedback.
Exercises discretion and judgment when providing feedback, guidance, clarification, and training.
Able to present a professional and positive demeanor with internal and external customers/clients and work cooperatively.
Ability to work remotely and meet the company home-office requirements.
Able to sit and work at a computer for extended periods of time, without leaving the work area.
Able to work an after hours schedule that includes evenings, nights, weekends, and holidays, as well as work hours during the day to attend meetings.
Able to maintain confidentiality of company and client information.
Able to successfully pass a credit, criminal, and/or employment reference background check.
This position has access to data and travelers as part of a government contract, and it is a requirement of the contract for individuals to be a U.S. citizen. Candidates must be able to show proof upon hire that they meet this requirement.
Able to successfully pass a government clearance process as required by clients.

Nice To Haves

Knowledge of Amadeus a plus.

Responsibilities

Work with the manager to supervise a team of agents who book travel requests on behalf of clients and ensure agents provide an excellent customer service experience in every interaction.
Assist the manager with the day-to-day operations of the department.
Oversee all itineraries by verifying reservations have all appropriate information and reviewing travel authorizations.
Research agent and client issues promptly by gathering information and then provide information to manager.
Assist the manager in monitoring call volume, ensuring agents are available to service clients.
Assist the manager with payroll preparation activities to include reviewing time off requests and time punches.
Provide coaching and training to agents on how to service travelers and on policies and procedures of the company.
Review turnover transaction rates and errors/write offs and work with manager to address with agents.
Monitor the pre/post trip reporting.
Utilize various applications, including GDS, online booking tools, and various internal applications.
Identify process and workflow efficiencies and provide recommendations to management on how to improve.
Be able to assist travelers and book itineraries as needed.
Understand ADTRAV products, systems, and processes to assist agents and clients.
Become knowledgeable in ADTRAV's industry and customer base.
Participate in ongoing training to continuously build knowledge and skills in the industry.
Represent ADTRAV by embracing the company values and maintaining effective working relationships with employees, partners, vendors, and clients.
Adhere to company policies and procedures.
Other duties as assigned.