Supervisor Operations ERM, NORAM

BCD

7d•$58,000 - $70,000•Remote

About The Position

The Supervisor Operations ERM is responsible for the day-to-day management of a travel consultant team. This includes managing key performance indicators (KPIs), workload, providing support and coaching, and ensuring adherence to agreed processes, service standards, and quality expectations within a global operations setup. The position requires an extensive understanding of all areas in the travel industry. The supervisor will be the primary point of contact for team members, actively coaching and developing them to meet and exceed performance targets, with consideration for a potentially virtual team. The role involves working independently on assigned requests and taking initiative to provide assistance.

Requirements

Demonstrated experience in ERM, marine, offshore, or crew travel operations is required.
Solid working knowledge of the travel industry, policies, procedures, and processes.
Ability to supervise and support agents in managing crew movements, rotations, and disruptions in a complex, 24/7 service environment, while ensuring adherence to agreed processes, service standards, and quality expectations across a global operations setup.
Advanced GDS Amadeus skills.
Excellent verbal and written communication skills in English.
Demonstrated excellent professional customer service, coaching, and problem resolution skills.
Strong people management skills.
Flexibility in scheduling is a core requirement of the role.

Responsibilities

Supervise and support agents in managing crew movements, rotations, and disruptions in a complex, 24/7 service environment.
Seek opportunities to review operational processes and the commercial relationship with the management team and provide suggestions for improvement.
Guide and consistently provide consultation to the customer, with a strong understanding of client travel policy.
Develop a learning program for closing own short- and long-term competency gaps.
Assist consultants in appropriately responding to and resolving customer inquiries.
Monitor, sort, and work on contact and reservation queues to maintain quality control.