Team Manager

World Travel Inc.•Exton, PA

10h•$60,000 - $70,000•Remote

About The Position

The Operations Team Manager leads a team of Travel Consultants in a corporate environment. This team may include in-office and virtual staff.

Requirements

Minimum of 2 years TMC leadership position or mentored internally as a leader
Effective organizational and time management skills, with follow through on goals, plans and projects
Excellent problem-solving skills
Ability to motivate a team and foster effective teamwork
Adept to manage change and demonstrate adaptability and flexibility
Capable to work independently exercising discretion and judgment that protects the business and provides service
Ability to manage client and vendor relationships related to operational objectives
Sabre GDS Experience
Knowledge of other travel technology systems, ie: integrating meetings with OBTs, event registration sites
Knowledge on supplier contracts
Understanding of ACD Phone systems and reporting
Familiar with omni channel workflow
Ability to recruit, motivate, coach and develop staff
Excellent written and oral communications skills
Exhibits professional business acumen
Able to work well with all departments in order to achieve company goals
Proficient in Microsoft Excel, Word, and Outlook

Responsibilities

Providing ideal customer service to World Travel Inc.’s valued clients
Exhibiting strong leadership to attract, motivate and retain valued employees
Working with individual team members to ensure continued employee development and career growth objectives
Exceeding internal and client-specific SLA contracted performance levels
Supporting year-over-year business growth
Ensuring client retention and satisfaction
Developing operational workflow and responsibilities to ensure end-to-end reservation fulfillment is quick, efficient and error free
Establishing individual and team performance metrics
Participating with the implementation process to ensure new business has a successful “go live”
Enhancing workflow
Coaching and mentoring the team for optimal performance and career growth
Manages the daily performance of the team members and daily business, promoting: Quality work, Productive consultants, Optimal customer service, Maximizing each reservation, Following WTI SOPs, Exceeding internal and contracted SLAs, Ensures optimal UT usage
Key contact for the accounts for operational support
Work closely with training to ensure continued employee development
Work with senior leader to ensure all KPIs are met
Communicates the daily briefing
Monthly individual team member meetings
Weekly team meetings
Communicates monthly team results and goal performance
Managing staff schedules including: Optimal shift coverage during business hours, Managing ADP for staff, Controlling overtime
Managing Issue resolution log to ensure quick and efficient resolution
Proactively communicates increased call volume due to unforeseen industry situations
Meets with account management regularly to review account specific trending and performance
Assists the Team with reservations