[Hiring] Manager, Support Services- Travel Agency @Internova Travel Group

Role Description

• Responsible for leading the full employee lifecycle, including recruiting, selection, onboarding, training, workforce planning, performance coaching, and corrective action.
• Clearly communicates job responsibilities, performance expectations, and operational standards to ensure consistency and accountability.
• Drives customer service excellence by providing strategic guidance, ongoing feedback, and data‑driven recommendations aligned to organizational objectives.
• Develops, implements, and monitors action plans to improve productivity, service quality, and customer experience while ensuring adherence to established service standards.
• Serves as the escalation lead for complex, sensitive, or high‑risk issues, supporting supervisors and management with timely resolution across phone, email, chat, and callback channels.
• Makes real‑time, data‑driven decisions to proactively manage workload, staffing coverage, and resource allocation to meet service demands.
• Ensures all service level agreements (SLAs), customer service standards, and performance expectations are consistently met or exceeded.
• Maintains expert knowledge of interdepartmental escalation paths, communication protocols, and issue‑resolution processes.
• Partners with the Vice President to support succession planning by identifying, developing, and retaining high‑potential talent.
• Collaborates with executive leadership to continuously review operational programs, systems, and workflows with a focus on eliminating inefficiencies and improving effectiveness.
• Monitors adherence to approved schedules, attendance policies, payroll, PTO, and timekeeping requirements, applying established protocols and recommending process enhancements as needed.
• Ensures team compliance with all company policies, procedures, and quality standards.
• Oversees real‑time and historical call center performance, including call volume, response times, and service levels, to ensure calls are answered within required timeframes.
• Monitors and evaluates phone, email, and chat interactions, providing clear, written performance evaluations and actionable feedback.
• Plans, facilitates, and documents regular coaching and feedback sessions to drive individual and team performance improvement.
• Develops, analyzes, and presents call center performance reports by collecting and interpreting operational data and trends.
• Determines and refines call center operational strategies through capacity planning, needs assessments, performance reviews, and technology evaluation; contributes insights to enterprise‑level strategic planning.
• Leads system reviews and enhancements, including customer interaction platforms, IVR systems, voice networks, and user interfaces; oversees user acceptance testing and implementation activities.
• Maintains and improves call center operations through system audits, quality assurance programs, issue resolution, process improvement initiatives, and technology upgrades.
• Achieves human capital objectives by recruiting, onboarding, coaching, goal‑setting, performance management, and disciplinary action; administers scheduling systems and enforces operational standards.
• Builds and maintains strong working relationships with internal departments and external business partners across the network.
• Prepares and delivers presentations and operational content for Associate Travel Leaders University and other internal or external forums.
• Serves as backup support for TLN Training Library administration, email change requests, and department contact reference functions.
• Maintains professional and technical knowledge by tracking industry trends, benchmarking best practices, and advancing workforce management capabilities.
• Demonstrates flexibility to work extended or modified schedules, including occasional overtime, based on business needs.
• Produces clear, grammatically accurate written communication for internal and external use, including emails, chat, claims documentation, and operational correspondence.
• Performs additional job‑related duties and responsibilities as assigned.

Qualifications

• Bachelor’s degree preferred or equivalent combination of education and relevant experience.
• Minimum of 5 years of progressive experience in a call center management or senior leadership role.
• Experience working with Salesforce.
• Demonstrated ability to lead, coach, and develop high‑performing teams in a fast‑paced service environment.
• Strong interpersonal, organizational, and time‑management skills with the ability to manage multiple competing priorities.
• Proven analytical, problem‑solving, and decision‑making capabilities, including the ability to assess data and resolve complex operational issues.
• Highly effective conflict‑management, coaching, team‑building, and motivational skills.
• Ability to handle difficult conversations, escalations, and performance discussions professionally and constructively.
• Excellent written and verbal communication skills, with the ability to clearly convey expectations, feedback, and recommendations to all levels of the organization.
• Willingness to continuously learn, adapt, and apply best practices in call center and workforce management.

Benefits

• Choice of two medical plans and two dental plans.
• Vision insurance.
• Flexible spending accounts (FSAs).
• Company-paid life insurance and AD&D.
• Optional additional life insurance and AD&D.
• Disability insurance.
• Paid parental leave.
• Paid time off.
• 401k Plan with company match.
• Discounted employee travel options.
• Access to LinkedIn Learning webinars and courses.
• Discounted pet insurance and auto, home, & renters insurance.

Company Description

Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.