GBT Travel Services UK - New York, NY

posted 26 days ago

Full-time
New York, NY
Administrative and Support Services

About the position

The Operations Supervisor acts as the people leader for all travel counselors in their portfolio for Amex GBT Ovation, providing regular, documented coaching and feedback to ensure all are meeting or exceeding performance targets. The selected candidate for this role will work remotely (US or Canada) Monday to Friday and should be flexible to work from 12 PM eastern time to 9 PM eastern time.

Responsibilities

  • Monitor (calls, e-mails, chats etc.), review and coach on KPI metrics at the individual and team level
  • Investigate service and quality errors, provide coaching and feedback
  • Make decisions on performance ratings and compensation that are aligned with Amex GBT standards
  • Manage underperformance on a timely basis, engaging the employee when developing Performance Improvement Plans, warnings, formal counseling, and working in partnership with HR as applicable
  • Facilitate ongoing account specific onboarding/training for new team hires after the initial centralized Amex GBT Ovation training program is complete
  • Participate in meetings with CSG client management partners when required
  • Research and resolve with CSG partners on client service escalations, assist with strategy, messaging to the team and CSG peers as necessary
  • Analyze and act on CSAT performance, identify actions and communicate results
  • Document and update the TC desktop systems and tools with client policy changes
  • Keep team informed on changes to client travel policies
  • Ensure client performance goals are achieved and manage and deliver strong traveler and arranger experience
  • Work with leadership to ensure client program is delivering high quality, efficient and effective servicing results
  • Monitor errors (CSI/Debit Memos) in internal systems such as 'Salesforce for CSIs' to confirm closure and return to service level expectations
  • Work in collaboration with Workforce Management (WFM) to achieve client service level consistency per the contract and ensure client expectations are met or exceeded
  • Call listening as required, to ensure employees are adhering to minimum service and compliance standards and to validate any disputes or service issues

Requirements

  • Min 3 years' experience People Leadership
  • Corporate Travel Management Company experience including native Sabre GDS experience (Salesforce experience a plus)
  • Passion for coaching with excellent questioning and listening skills
  • Solution oriented, coaching employees to find their own solutions and providing white glove service to all internal and external partners
  • Flexible and adaptable with schedule to meet the needs of direct reports; clients and travelers

Benefits

  • Flexible benefits tailored to each country starting the day you do, including health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more
  • Travel perks with a choice of deals each week from major travel providers on flights, hotels, cruises, and car rentals
  • Global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first
  • Diversity, Equity, and Inclusion initiatives with global Inclusion Groups
  • Wellbeing resources to support mental and emotional health for you and your immediate family
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