Provides day-to-day guidance to agent team within span of control
Ability to identify team strengths/development opportunities
Develops solid plans in place to drive results
Monitors success measurements frequently
Provides frequent and timely feedback through one on one interaction, team meetings, and other forms of communication for all direct reports
Provides both positive and constructive feedback as required
Completes HR interactions/functions as needed
Clearly communicates the departmental vision and mission to all team members
Works closely with Work Force Analyst to develop schedules, monitor attendance, align time for non-phone related work and coaching sessions
Works to mitigate expense due to quality errors
Reviews customer service reports monthly, completes appropriate analysis of issues, and works to quickly identify trends or issues within area of responsibility
Supports service level management through attendance at daily huddles and planning session
Monitors all write offs and payouts, works closely with Director to create strategies to mitigate payout risks
Reviews agent productivity measures, offers suggestions and develops plans for process improvement as needed
Acts as primary contact for day to day operational questions for internal and external clients
Works closely with all Travel Leaders internal departments to ensure client program success.

Minimum of 5 years’ experience in the travel industry
Ability to relate to and understand agent and supervisor roles
Minimum of 2 years in a supervisory role, experience may substitute for education
Ability to respond to high level escalated customer service issues
Ability to identify root cause, creating process improvement to have wider impact
Ability to interface with the Travel Manager and Account Managers
Proficient in designated GDS
Strong knowledge of international travel
Excellent written and verbal skills
Ability to present material to groups of various sizes
Exceptional attention to detail
Strong Microsoft office skills (word, excel)
Ability to complete simple analysis
Build/utilize simple spreadsheets/word documents.

Manager, Corporate Travel

Key skills