[Hiring] Supervisor Operations ERM @BCD

Role Description

The Supervisor Operations ERM is responsible for day-to-day management of a travel consultant team, including managing key performance indicators (KPI), workload, providing support and coaching whilst ensuring adherence to agreed processes, service standards, and quality expectations across a global operations setup.

You will be the primary point of contact for the team members. You will actively coach and develop the team to meet and exceed all performance targets, taking into consideration (part of) the team can be virtual.

This position demonstrates an extensive understanding and applicability of all areas in the travel industry. You will work independently on requests as assigned and take the initiative to provide assistance.

As a Supervisor Operations, ERM, you will:

• Supervise and support agents in managing crew movements, rotations, and disruptions in a complex, 24/7 service environment.
• Seek opportunities to review operational processes and the commercial relationship with the management team and provide suggestions for improvement.
• Have a strong understanding of a client travel policy and can appropriately guide and consistently provide consultation to the customer.
• Develop learning programs for closing own short- and long-term competency gaps.
• Assist the consultants in appropriately responding and resolving customer inquiries.
• Monitor, sort and work on contact and reservation queues to maintain quality control.

Qualifications

• Demonstrated experience in ERM, marine, offshore, or crew travel operations is required.
• Solid working knowledge of the travel industry, policies, procedures, and processes.
• Ability to supervise and support agents in managing crew movements, rotations, and disruptions in a complex, 24/7 service environment.
• Advanced GDS Amadeus skills.
• Excellent verbal and written communication skills in English.
• Demonstrated excellent professional customer service, coaching, and problem resolution skills.
• Strong people management skills.

Benefits

• Flexible working hours and work-from-home or remote opportunities.
• Opportunities to grow your skillset and career.
• Generous vacation days so you can rest and recharge.
• A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools.
• Travel industry professional perks and discounts.
• An inclusive work environment where diversity is celebrated.

Company Description

BCD Travel helps companies travel smart and achieve more. We drive program adoption, cost savings, and talent retention through digital experiences that simplify business travel. Our 15,000+ dedicated team members service clients in 170+ countries as we shape a sustainable future for business travel. BCD’s leading meetings and events management and global consultancy services complete our comprehensive suite of solutions for all aspects of corporate travel.

In 2024, BCD achieved US$22.9 billion in sales. For more information, visit www.bcdtravel.com .

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