Associate Manager – After Hours Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Collaborate with the manager to oversee a team of agents responsible for booking travel requests on behalf of clients, ensuring that agents deliver an outstanding customer service experience in every interaction.

• Support the manager in the daily operations of the department.

• Manage all itineraries by confirming that reservations contain all necessary information and reviewing travel authorizations.

• Promptly investigate agent and client issues by gathering relevant information and providing updates to the manager.

• Assist the manager in monitoring call volume, ensuring agents are available to assist clients.

• Aid the manager with payroll preparation tasks, including reviewing time-off requests and time punches.

• Offer coaching and training to agents on how to assist travelers and on the company’s policies and procedures.

• Analyze turnover transaction rates and errors/write-offs, collaborating with the manager to address these with agents.

• Supervise pre/post trip reporting.

• Utilize various applications, such as GDS, online booking tools, and other internal systems.

• Identify opportunities for process and workflow efficiencies and provide management with recommendations for improvements.

• Be equipped to assist travelers and book itineraries as necessary.

• Understand ADTRAV products, systems, and processes to support agents and clients effectively.

• Gain expertise in ADTRAV's industry and customer base.

• Engage in ongoing training to continually enhance knowledge and skills within the industry.

• Represent ADTRAV by embodying the company values and fostering strong working relationships with employees, partners, vendors, and clients.

• Follow company policies and procedures diligently.

• Perform other duties as assigned.

⛳️ Requirements

• High school diploma or equivalent is required.

• A minimum of 5 years of experience as a travel consultant/travel agent, preferably in a call center setting.

• Experience in booking travel for corporate clients is required; experience with government clients is preferred.

• Strong knowledge of Sabre GDS is essential.

• Familiarity with Amadeus is a plus.

• Previous experience as a team lead or mentor is required.

• Proficient understanding of Fly America, Open Skies, and federal travel regulations.

• Experience in booking international travel, including knowledge of geographical and rate structures.

• Excellent computer and typing skills, with the ability to navigate swiftly between programs and utilize shortcut keys.

• Proven experience in learning and applying technology, capable of using multiple applications and monitors simultaneously.

• Proficient in Microsoft Office suite (Outlook, Word, Excel).

• Highly skilled in business writing, with the ability to format emails and communications using proper grammar and spelling.

• Exceptional English written and verbal communication skills.

• Strong attention to detail with a focus on accuracy and quality.

• Highly self-motivated, capable of managing multiple tasks in a fast-paced environment with minimal supervision.

• Able to thrive in a high-pressure and sometimes stressful environment.

• Excellent time-management and organizational skills, with a proven track record of meeting deadlines and performing well under pressure.

• Ability to convey ideas and concepts clearly and concisely while being receptive to feedback and direction as required.

• Demonstrates leadership qualities to inspire, communicate effectively, and provide constructive feedback.

• Exercises discretion and judgment when offering feedback, guidance, clarification, and training.

• Maintains a professional and positive demeanor when engaging with internal and external customers/clients and collaborates effectively.

• Capable of working remotely and fulfilling the company’s home-office requirements.

• Able to sit and work at a computer for extended periods without leaving the work area.

• Willing to work an after-hours schedule, including evenings, nights, weekends, and holidays, as well as during the day for meetings.

• Committed to maintaining confidentiality regarding company and client information.

• Must successfully pass a credit, criminal, and/or employment reference background check.

🏝️ Benefits

• Medical

• Dental

• Vision

• Life

• Disability

• Flexible Spending Accounts

• 401(k)

• PTO