Key skills
Communication
About this role
Role Overview
- Day to day supervision of the travel advisor team
- Real time monitoring omnichannel communication
- Escalation for issues and questions
- Queue management and task distribution
- Customer resolution search
- Provide back-up assistance during high volume
- Optimizing scheduling and staffing levels
- Quality assurance
- Training and process development
- Special projects, requests
- Build and maintain traveler relationships, most importantly trust.
- Consistently demonstrate thorough knowledge of clients travel program, policy, travelers, and unique features.
- Develop strong rapport with supplier partners and always maintain a high level of professionalism
- Exceed service level targets and track KPI’s
- Ensure client and customer objectives are being met.
Requirements
- Minimum of 5 Years Corporate Travel operational experience required.
- Minimum of 3 years Supervisor or Management experience required.
- Team scheduling optimization management.
- Expertise in Omni-channel Telephonic systems – Phone, Email and Chat
- Thorough knowledge Sabre GDS?and online booking tools.
- Technology savvy and open minded to a new travel ecosystem.
- Expertise in Travel Management Company Mid-Office systems.?
- Knowledge of Travel Management Company Back-Office systems?
- Competency in Microsoft products; Word, Excel, PowerPoint?
- Ability to work nights and weekends, as needed.
- Industry knowledge a plus (understanding of different booking channels, etc..).
- Ability to multi-task and manage omni-channel communication flows.
- Strong communication and interpersonal skills.
- Understands and adheres to the sense of urgency required for corporate travel.
- Problem-solving abilities and a customer-first mindset.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development