Work under the direction and guidance of the Director of Operations to monitor individual and team performance goals.
Serve as a SME when working with development, implementation and technology
Serve as a coach to travel consultants including providing constructive feedback of monitored calls, skill development based on demonstrated and observed performance
Strong understanding and application of client policies and processes, determining the impact to the operation team as changes are implemented
Use industry knowledge to provide direction on best-practices, identify and implementation of operational improvements
Oversee, provide guidance on review of current work processes, procedures and policies, seeking efficiencies and effectiveness improvements making sure company objectives are met
Lead the team in error reduction efforts, providing direction, measurement and reviews of progress against goals
Take calls and answer emails as necessary.

High school diploma or general education degree (GED); three to five years related experience and/or training; or equivalent combination of education and experience.
Proactive approach to systems and processes.
Ability to identify and correct issues before they become problems.
Focus on process improvement and key performance indicators.
Display initiative and ownership and capability of making sound judgements.
Positive role model for all staff and lead by example
Communication skills.

Competitive pay
Benefits and perks
Flexible work-life balance
Professional development opportunities
Performance and recognition programs
Comprehensive benefits package including medical, dental, vision, life, and disability
Voluntary benefit programs (critical illness, hospital, and accident)
Health savings and flexible spending accounts
Retirement 401K plan

Operations Manager

Key skills