[Hiring] Team Manager @World Travel Inc.

Role Description

The Operations Team Manager leads a team of Travel Consultants in a corporate environment. This team may include in-office and virtual staff.

• Providing ideal customer service to World Travel Inc.’s valued clients
• Exhibiting strong leadership to attract, motivate and retain valued employees
• Working with individual team members to ensure continued employee development and career growth objectives
• Exceeding internal and client-specific SLA contracted performance levels
• Supporting year-over-year business growth
• Ensuring client retention and satisfaction
• Developing operational workflow and responsibilities to ensure end-to-end reservation fulfillment is quick, efficient and error free
• Establishing individual and team performance metrics
• Participating with the implementation process to ensure new business has a successful “go live”
• Enhancing workflow
• Coaching and mentoring the team for optimal performance and career growth

Qualifications

• The ideal candidate will have a minimum of 2 years TMC leadership position or will have been mentored internally as a leader
• Effective organizational and time management skills, with follow through on goals, plans and projects
• Excellent problem-solving skills
• Ability to motivate a team and foster effective teamwork
• Adept to manage change and demonstrate adaptability and flexibility
• Capable to work independently exercising discretion and judgment that protects the business and provides service
• Ability to manage client and vendor relationships related to operational objectives
• Sabre GDS Experience
• Knowledge of other travel technology systems, ie: integrating meetings with OBTs, event registration sites
• Knowledge on supplier contracts
• Understanding of ACD Phone systems and reporting
• Familiar with omni channel workflow
• Ability to recruit, motivate, coach and develop staff
• Excellent written and oral communications skills
• Exhibits professional business acumen
• Able to work well with all departments in order to achieve company goals
• Proficient in Microsoft Excel, Word, and Outlook

Requirements

• Manages the daily performance of the team members and daily business, promoting:
• Quality work
• Productive consultants
• Optimal customer service
• Maximizing each reservation
• Following WTI SOPs
• Exceeding internal and contracted SLAs
• Ensures optimal UT usage
• Key contact for the accounts for operational support
• Work closely with training to ensure continued employee development
• Work with senior leader to ensure all KPIs are met
• Senior Leader will provide direction and measure on optimal business results which include:
• YOY productivity improvement
• SLA performance
• Client satisfaction
• Opportunities to grow the business
• Employee development and career growth
• Communications requirements will include:
• Communicates the daily briefing
• Monthly individual team member meetings
• Weekly team meetings
• Communicates monthly team results and goal performance
• Managing staff schedules including:
• Optimal shift coverage during business hours
• Managing ADP for staff
• Controlling overtime
• Managing Issue resolution log to ensure quick and efficient resolution
• Proactively communicates increased call volume due to unforeseen industry situations
• Meets with account management regularly to review account specific trending and performance
• Assists the Team with reservations

Benefits

• Individuals are required to travel on a regular basis beyond their home office to prospective customer meeting locations as required.
• To maneuver around the office, individuals are required to walk on a level surface, periodically and as necessary, throughout the day.
• We are committed to providing an accessible and inclusive interview experience. If you need assistance or a reasonable accommodation during the hiring process, please contact People Operations.