Supervisor, Operations

Role Overview

• To promote a strong collaborative team that delivers optimum customer service and productivity.
• Responsible to align individual performance expectations with team goals.
• Ensure that performance goals are clearly communicated while providing assistance, guidance and coaching support as needed.
• Successfully perform all duties of a Corporate Travel Advisor.
• Effectively communicate with team and management to promote an engaged and productive staff and to ensure goals are met.
• Manage scheduling advisors to ensure all clients' travel needs or concerns are addressed.
• Manage overtime as necessary, per office guidelines.
• Oversee queue management and ensure that all tasks within the team are completed.
• Coach a team of travel advisors to positively, efficiently and proactively address client requests.
• Act as a resource and support for advisors, clients, and account management to answer questions regarding operational formats, applications, processes, procedures and company policies.
• Partner with account management and the client to build a strong professional relationship and ensure satisfaction is achieved and expectations exceeded.
• Conduct monthly 1:1s and performance recaps with each direct report.
• In the case of unsatisfactory performance, work with the individual to develop a customized performance improvement plan and monitor the performance.
• Promote and follow guidelines set forth in the Standards of Professional Conduct.
• Support management decisions within the office and ask appropriate questions to ensure understanding of any change or new procedures.
• Participate in, provide, and/or coordinate ongoing training/development opportunities that enable skills and knowledge development.
• Keep abreast of industry developments.

Requirements

• High School Diploma or equivalent is required.
• Three to five years’ experience in the travel industry with successful management and/or supervisory skills strongly preferred
• Proficiency in Sabre, Microsoft Word, Outlook
• Effective communication skills; ability to communicate in a manner which ensures message is understood
• Excellent diplomatic skills; the ability to establish and maintain positive relationships with both internal and external team members
• Ability to deliver excellent internal and external customer service
• Excellent problem-solving and trouble-shooting skills
• Exceptional relationship management skills
• Must have the ability to motivate, develop and effectively manage members of his/her team
• Self-motivated and able to work well with frequently-shifting priorities
• Must be willing to book travel when necessary.

Benefits

• Company Paid Basic Life & AD&D Insurance
• Company Paid Short-Term Disability
• Voluntary Long-Term Disability Insurance
• Robust Wellness Program with incentives available to save money on your medical insurance premiums.
• Supplemental Life; Accident; Cancer; Critical Illness; Identity Theft Protection and Legal Coverage
• Three medical plan offerings including a High Deductible Health Plan, HMO plan (available in select states) and a Co-Pay medical plan.
• Health Savings Account (HSA) with company core contribution and match, on a per pay period basis if enrolled in the HDHP medical plan.
• Flexible Spending Accounts
• Dependent Care Savings Account.
• Dental Insurance Plan
• Vision Insurance Plan
• 9 Company Paid Holidays including the day after Thanksgiving.
• Generous paid time off programs for vacation and sick days
• Employee Assistance Plan with access to Talk Space Therapy
• Family Medical Leave
• Paid Parental Leave (4 weeks)
• Maternity benefits utilizing company paid STD, plus Parental Leave (4 weeks) to provide time for recovery, baby bonding, and enjoying your family time.
• Bereavement Leave
• 401(k) Retirement Plan with a generous match per pay period
• Student Loan Payment Match