Job description

World Travel, Inc. seeks an Operations Team Manager to be part of the Travel team! The Operations Team Manager leads a team of Travel Consultants in a corporate environment.

Job Summary:

• 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

Essential Functions:

• Manages the daily performance of the team members and daily business, promoting:

o Quality work, Productive consultants, Optimal customer service, Maximizing each reservation, Following WTI SOPs, Exceeding internal and contracted SLAs, Ensures optimal 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
• Senior Leader will provide direction and measure on optimal business results which include

o YOY productivity improvement SLA performance

o Client satisfaction Opportunities to grow the business

o Employee development and career growth

• Communications requirements will include:

o Communicates the daily briefing

o Monthly individual team member meetings

o Weekly team meetings

o Communicates monthly team results and goal performance

• Managing staff schedules including:

o Optimal shift coverage during business hours

o Managing ADP for staff and 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

Competency and Position Requirements
The ideal candidate will have a minimum of 2 years TMC leadership position or will have been mentored internally as a leader.

• Apollo and Sabre GDS Experience
• 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
• 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

Job Type: Full-time

Pay: From $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Weekend availability

Experience:

• Apollo and Sabre GDS: 4 years (Required)
• Management: 4 years (Preferred)

Shift availability:

• Day Shift (Preferred)

Work Location: Remote

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