Manager, Support Services- Travel Agency

Internova Travel Group

1d • Remote

About The Position

Travel Leaders Network (www.TravelLeaders.com), as one of the largest sellers of luxury travel, cruises and tours in the industry, is a passionate community of travel professionals focused on mutual success. Representing approximately 5,700 travel agency locations across the United States and Canada, this Network uses the power of its parent company, Internova Travel Group, to assist millions of leisure and business travelers annually.
Travel agent members who belong to Travel Leaders Network have access to meaningful supplier partnerships, innovative technology that integrates with industry-leading marketing, exclusive value-added programs and member support and training that only a company with their size and strength can offer. Travel Leaders Network gives their members everything they need to grow as a Leader and inspire more people to travel better.
Responsible for leading the full employee lifecycle, including recruiting, selection, onboarding, training, workforce planning, performance coaching, and corrective action. Clearly communicates job responsibilities, performance expectations, and operational standards to ensure consistency and accountability. Drives customer service excellence by providing strategic guidance, ongoing feedback, and data‑driven recommendations aligned to organizational objectives. Develops, implements, and monitors action plans to improve productivity, service quality, and customer experience while ensuring adherence to established service standards.
Serve as the escalation lead for complex, sensitive, or high‑risk issues, supporting supervisors and management with timely resolution across phone, email, chat, and callback channels.
Make real‑time, data‑driven decisions to proactively manage workload, staffing coverage, and resource allocation to meet service demands.
Ensure all service level agreements (SLAs), customer service standards, and performance expectations are consistently met or exceeded.
Maintain expert knowledge of interdepartmental escalation paths, communication protocols, and issue‑resolution processes.
Partner with the Vice President to support succession planning by identifying, developing, and retaining high‑potential talent.
Collaborate with executive leadership to continuously review operational programs, systems, and workflows with a focus on eliminating inefficiencies and improving effectiveness.
Monitor adherence to approved schedules, attendance policies, payroll, PTO, and timekeeping requirements, applying established protocols and recommending process enhancements as needed.
Ensure team compliance with all company policies, procedures, and quality standards.
Oversee real‑time and historical call center performance, including call volume, response times, and service levels, to ensure calls are answered within required timeframes.
Monitor and evaluate phone, email, and chat interactions, providing clear, written performance evaluations and actionable feedback.
Plan, facilitate, and document regular coaching and feedback sessions to drive individual and team performance improvement.
Develop, analyze, and present call center performance reports by collecting and interpreting operational data and trends.
Determine and refine call center operational strategies through capacity planning, needs assessments, performance reviews, and technology evaluation; contribute insights to enterprise‑level strategic planning.
Lead system reviews and enhancements, including customer interaction platforms, IVR systems, voice networks, and user interfaces; oversee user acceptance testing and implementation activities.
Maintain and improve call center operations through system audits, quality assurance programs, issue resolution, process improvement initiatives, and technology upgrades.
Achieve human capital objectives by recruiting, onboarding, coaching, goal‑setting, performance management, and disciplinary action; administer scheduling systems and enforce operational standards.
Build and maintain strong working relationships with internal departments and external business partners across the network.
Prepare and deliver presentations and operational content for Associate Travel Leaders University and other internal or external forums.
Serve as backup support for TLN Training Library administration, email change requests, and department contact reference functions.
Maintain professional and technical knowledge by tracking industry trends, benchmarking best practices, and advancing workforce management capabilities.
Demonstrate flexibility to work extended or modified schedules, including occasional overtime, based on business needs.
Produce clear, grammatically accurate written communication for internal and external use, including emails, chat, claims documentation, and operational correspondence.
Perform additional job‑related duties and responsibilities as assigned

Requirements

• Bachelor’s degree preferred or equivalent combination of education and relevant experience.
• Minimum of 5 years of progressive experience in a call center management or senior leadership role.
• Experience working with Salesforce
• Demonstrated ability to lead, coach, and develop high‑performing teams in a fast‑paced service environment.
• Strong interpersonal, organizational, and time‑management skills with the ability to manage multiple competing priorities.
• Proven analytical, problem‑solving, and decision‑making capabilities, including the ability to assess data and resolve complex operational issues.
• Highly effective conflict‑management, coaching, team‑building, and motivational skills.
• Ability to handle difficult conversations, escalations, and performance discussions professionally and constructively.
• Excellent written and verbal communication skills, with the ability to clearly convey expectations, feedback, and recommendations to all levels of the organization.
• Willingness to continuously learn, adapt, and apply best practices in call center and workforce management.

Responsibilities

• Responsible for leading the full employee lifecycle, including recruiting, selection, onboarding, training, workforce planning, performance coaching, and corrective action.
• Clearly communicates job responsibilities, performance expectations, and operational standards to ensure consistency and accountability.
• Drives customer service excellence by providing strategic guidance, ongoing feedback, and data‑driven recommendations aligned to organizational objectives.
• Develops, implements, and monitors action plans to improve productivity, service quality, and customer experience while ensuring adherence to established service standards.
• Serve as the escalation lead for complex, sensitive, or high‑risk issues, supporting supervisors and management with timely resolution across phone, email, chat, and callback channels.
• Make real‑time, data‑driven decisions to proactively manage workload, staffing coverage, and resource allocation to meet service demands.
• Ensure all service level agreements (SLAs), customer service standards, and performance expectations are consistently met or exceeded.
• Maintain expert knowledge of interdepartmental escalation paths, communication protocols, and issue‑resolution processes.
• Partner with the Vice President to support succession planning by identifying, developing, and retaining high‑potential talent.
• Collaborate with executive leadership to continuously review operational programs, systems, and workflows with a focus on eliminating inefficiencies and improving effectiveness.
• Monitor adherence to approved schedules, attendance policies, payroll, PTO, and timekeeping requirements, applying established protocols and recommending process enhancements as needed.
• Ensure team compliance with all company policies, procedures, and quality standards.
• Oversee real‑time and historical call center performance, including call volume, response times, and service levels, to ensure calls are answered within required timeframes.
• Monitor and evaluate phone, email, and chat interactions, providing clear, written performance evaluations and actionable feedback.
• Plan, facilitate, and document regular coaching and feedback sessions to drive individual and team performance improvement.
• Develop, analyze, and present call center performance reports by collecting and interpreting operational data and trends.
• Determine and refine call center operational strategies through capacity planning, needs assessments, performance reviews, and technology evaluation; contribute insights to enterprise‑level strategic planning.
• Lead system reviews and enhancements, including customer interaction platforms, IVR systems, voice networks, and user interfaces; oversee user acceptance testing and implementation activities.
• Maintain and improve call center operations through system audits, quality assurance programs, issue resolution, process improvement initiatives, and technology upgrades.
• Achieve human capital objectives by recruiting, onboarding, coaching, goal‑setting, performance management, and disciplinary action; administer scheduling systems and enforce operational standards.
• Build and maintain strong working relationships with internal departments and external business partners across the network.
• Prepare and deliver presentations and operational content for Associate Travel Leaders University and other internal or external forums.
• Serve as backup support for TLN Training Library administration, email change requests, and department contact reference functions.
• Maintain professional and technical knowledge by tracking industry trends, benchmarking best practices, and advancing workforce management capabilities.
• Demonstrate flexibility to work extended or modified schedules, including occasional overtime, based on business needs.
• Produce clear, grammatically accurate written communication for internal and external use, including emails, chat, claims documentation, and operational correspondence.
• Perform additional job‑related duties and responsibilities as assigned

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees