Operations Manager – Government

Role Overview

• Work under the direction and guidance of the Director of Government Client Services to: (1) establish individual and team performance goals and (2) develop a viable plan for tracking and reporting team members’ performance and goal achievement.
• Serve as a problem-solving resource and trainer for team members.
• Ensures that the Team Leads perform required agent call monitoring on a monthly basis.
• Serve as a Government Department technical subject matter expert (SME) when working with Client Development team on implementation of new client service programs.
• Work with Team Leads to ensure they have developed the weekly/monthly work schedule for the agents and to ensure that proper telephone coverage is maintained for the assigned accounts/contracts.
• Approve time sheets for Team Leads and ensure that agent time sheets are corrected and approved in a timely manner.
• Work closely with management to determine strengths and challenges of each team member for the purpose of their professional development and improving the overall team capability.
• Maintain an awareness of any need for supervisory intervention related to products, services, or performance that could impact on delivery of service to a customer.
• Provide ongoing written assessment of team members professional performance, including giving quarterly feedback and culminating into annual performance review input to the Director of Government Client Services.
• Provide required reports to clients on a monthly basis. To include but not limited to CBA reconciliation reporting, telephone reporting and refund/exchange reporting etc.

Requirements

• High School Diploma or GED
• 5 or more years of corporate or government travel consulting experience
• Excellent communication and presentation skills with technical and non-technical users across different levels of the organization
• Strong knowledge of Worldspan and SABRE

Benefits

• medical
• dental
• vision
• life
• disability
• voluntary benefit programs (critical illness, hospital, and accident)
• health savings and flexible spending accounts
• retirement 401K plan