[Hiring] Supervisor, Travel Agency Owner/Agent Support and Resolution @Travel + Leisure Co.

Role Description

The Travel Agency Service Operations Supervisor role strives to be an accomplished employee coach with a commitment to problem solving and becoming an owner advocate maintaining owner relationships and service excellence. This role is responsible for:

• Recruiting, hiring, coaching, and leading a core team of Service Specialists responsible for all travel agency modifications, exchanges, cancellations, and credits for domestic, international, and cruise sales.
• Providing guidance and assistance for any and all bookings, including complex and/or large travel requests/modifications.
• Driving team performance including incremental cash bookings, effective/efficient modifications, and overall team focus on support of internal team members.
• Coaching to ensure minimum performance standards along with exceeding overall Owner Experience (OE) team targets.
• Leading and supporting all aspects of Travel Agency Quality Control, with communication and recommendations for improvement with the Travel Agency Sales team.
• Providing training resources (Counselor Resource Specialists) for daily questions/escalations and overall Travel Sales support.
• Supporting all logistic operations focus including leading the team to assist with account corrections, updates, customer satisfaction, and schedule changes/updates.

How You'll Shine:

• Daily Supervisor functions with direct team, including organizing team workload, monitoring call service levels and queue needs, and exceeding owner servicing expectations. (20% of time)
• Coaching and reviewing calls and providing feedback to team, updates to management on a weekly basis. (40% of time)
• Accountable for measuring team performance and reviewing opportunities with management. (20% of time)
• Providing support and handling escalated issues from team members and owners as needed. (10% of time)
• Attending team meetings and strategy review sessions. (10% of time)

Travel Requirements: Minimal as primary role is based as a Work from home (WFH) and will require no daily travel to facilitate day-to-day functions of the role. 5% Travel Requirement – Potential for 1-2 annual meetings at Orlando Corporate office.

Qualifications

• Bachelor’s degree in tourism, travel, hospitality, business or related field preferred.
• High School Degree or equivalent minimum requirement.
• Must be able to work nights, holidays, and weekends as necessary.

Requirements

• Experience working as a supervisor or above preferred.
• Up to date on any applicable state licensing or registration requirements.
• Ability to lead and coach team members.
• Proven performance with leading teams and driving results.
• Strong sales and interpersonal skills.
• Excellent verbal and written communications skills.
• Ability to negotiate effectively.
• Knowledge and comprehension of airline tariffs, regulations and policies.
• Strong knowledge of travel agency procedures.
• Excellent knowledge of computer reservation system and computer programs.
• Strong problem-solving skills.
• Detail oriented and highly organized.
• Strong ability to manage time and prioritize tasks.
• Working knowledge of domestic and international travel trends.
• Ability to speak languages in addition to English preferred, but not required.

Benefits

• Medical.
• Dental.
• Vision.
• Flexible spending accounts.
• Life and accident coverage.
• Disability.
• Paid time off, parental leave and holidays (speak to your recruiter for additional information).
• Wish day paid time to volunteer at an approved organization of your choice.
• 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information).
• Legal and identity theft plan.
• Voluntary income protection benefits.
• Wellness program (subject to provider availability).
• Employee Assistance Program.