Manager, Corporate Travel

Internova Travel Group

2d•Remote

About The Position

At ALTOUR, we believe people are the driving force behind every meaningful connection - our clients’ and our own. With more than 1,000 team members and a presence in over 80 countries, we are a globally recognized leader in corporate travel management and a proud division of Internova Travel Group, the highest-ranking American corporate travel management company (Business Travel News). Our mission is to manage the complexities of connecting people so they can represent their brands in the most impactful way possible. That same philosophy shapes our workplace culture, one that evolves, improves, and empowers our people to grow and thrive. We embrace innovation and leading-edge technology to create smarter, faster, and more tailored solutions - not just for our clients, but for each other. At ALTOUR, you’ll be part of a collaborative, forward-thinking environment where your voice matters and your success is a shared journey. Click here for more information about Altour. Responsibilities ALTOUR has an exciting opportunity for an experienced Manager to direct leadership of the travel agent team. This person will provided coaching and development to optimize performance using all tools availabl, support the development and implementation of strategic plans to drive the highest levels of customer service combined with operational consistency & efficiencies. This role will also support client satisfaction, retention and business profitability objectives as measured by key performance indicators and department goals.

Requirements

5-7 years’ experience in the travel industry
Ability to relate to and understand agent and supervisor roles
5-7 years’ customer service experience
Ability to respond to high level escalated customer service issues.
Ability to identify root cause, creating process improvement to have wider impact.
Ability to interface with the Travel Manger and Account Managers and create meaningful internal and external partnerships.
Proficient in designated Sabre GDS
Strong knowledge of international travel
Excellent written and verbal skills
Ability to present material to groups of various sizes
Ability to craft compelling written and oral communication pieces for internal/external clients and staff
Exceptional attention to detail
Strong Microsoft office skills (word, excel)
Ability to complete simple analysis
Build/utilize simple spreadsheets/word documents
Has strong understanding of own skill set and development opportunities
Self-starter, takes ownership for own work, consistently meets deadlines
Comes prepared to meetings and participates appropriately
Strong understanding of the organizational road map
Develops strong relationships and partnerships with key departmental contacts
Demonstrates strong change management skills, ability to understand and contribute to the formulation of strategic decisions and support them
Demonstrates exceptional teamwork
Proactively offers support when ability matches need/reaches out across teams and departments
Shares best practices and ideas with peers and leaders
Utilizes Reward-A-Leaders system to recognize others
Consistently demonstrates mastery of the guiding principles in daily work habits
Ability to provide constructive feedback to agents, peers, and leaders when appropriate
Demonstrates high level decision making skills
Solutions oriented
Proactively anticipates potential issues and problems, takes steps to mitigate
Thinks creatively to find best/appropriate solution to difficult problems
Able to support peers in decision making
Knows when to escalate to a leader
Demonstrates strong conflict resolution skills

Responsibilities

Provides day to day guidance to agent team within span of control
Ability to identify team strengths/development opportunities, identify top talent
Develops solid plans in place to plans in place to drive results
Monitors success measurements frequently.
Provides frequent and timely feedback through one on one interaction, team meetings, and other forms of communication for all direct reports
Provides both positive and constructive feedback as required
Completes HR interactions/functions as needed – including payroll functions.
Clearly communicates the departmental vision and mission to all team members
Works closely with Work Force Analyst to develop schedules, monitor attendance, align time for non-phone related work and coaching sessions
Works to mitigate expense due to quality errors
Reviews customer service reports monthly, completes appropriate analysis of issues, and works to quickly identify trends or issues within area of responsibility.
Supports service level management through attendance at daily huddles and planning session. Reviews any exception time off requests with Work Force Manager.
Closely monitors use of overtime, works with Work Force Management Team to align on optimal schedules and staffing requirements to reduce the need for overtime expense
Monitors all write offs and payouts, works closely with Director to create strategies to mitigate payout risks.
Reviews agent productivity measures, offers suggestions and develops plans for process improvement as needed
Works closely with Director of Service Delivery and Account Management to support new and existing client programs.
Acts as primary contact for day to day operational questions for internal and external clients
Works closely with all ALTOUR internal departments to ensure client program success

Benefits

Our benefit offerings include choice of two medical plans and two dental plans, vision insurance, flexible spending accounts (FSAs), company-paid life insurance and AD&D, optional additional life insurance and AD&D, disability insurance, paid parental leave, paid time off, 401k Plan with company match, discounted employee travel options, access to LinkedIn Learning webinars and courses.
Discounted pet insurance and auto, home, & renters insurance.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume