Manager, Corporate Travel

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

📋 Description

• Lead a team of travel agents directly.

• Coach and enhance agent performance to achieve peak results.

• Assist in the development and execution of strategic plans aimed at improving customer service, operational consistency, and efficiency.

• Support objectives related to client satisfaction, retention, and business profitability through the use of KPIs and departmental goals.

• Provide daily guidance to agents under your supervision.

• Identify team strengths, opportunities for development, and top talent.

• Create plans to drive results and track success metrics.

• Offer timely positive and constructive feedback through one-on-one meetings, team discussions, and other forms of communication.

• Handle HR interactions and payroll responsibilities as necessary.

• Articulate the department's vision and mission to team members.

• Collaborate with the Workforce Analyst to create schedules, monitor attendance, and allocate time for non-phone activities and coaching.

• Reduce expenses arising from quality errors.

• Analyze customer service reports, identify issues, and recognize trends.

• Facilitate service-level management through daily briefings and planning sessions.

• Review exceptional time-off requests alongside the Workforce Manager.

• Oversee overtime and coordinate staffing schedules to minimize overtime costs.

• Monitor write-offs and payouts, devising strategies to mitigate payout risks.

• Evaluate agent productivity metrics and develop plans for process enhancement.

• Collaborate with the Director of Service Delivery and Account Management regarding client programs.

• Act as the primary point of contact for day-to-day operational inquiries from both internal and external clients.

• Work in partnership with ALTOUR departments to ensure the success of client programs.

⛳️ Requirements

• 5-7 years of experience in the travel industry.

• 5-7 years of experience in customer service.

• Capability to understand and relate to the roles of agents and supervisors.

• Aptitude for addressing high-level escalated customer service issues.

• Skill in identifying root causes and implementing process improvements.

• Ability to engage with the Travel Manager and Account Managers effectively.

• Proficiency in the designated Sabre GDS.

• Extensive knowledge of international travel.

• Excellent written and verbal communication skills.

• Capability to present information to groups of varying sizes.

• Skill in crafting compelling written and oral communications for internal and external clients and staff.

• Exceptional attention to detail.

• Strong skills in Microsoft Office, including Word and Excel.

• Ability to perform basic analysis.

• Competence in creating and utilizing simple spreadsheets and Word documents.

• Strong skills in change management, decision-making, conflict resolution, and problem-solving.

• Ability to provide constructive feedback.

• Proactive in anticipating and mitigating potential issues.

• Ability to assist peers in decision-making and discern when to escalate matters.

🏝️ Benefits

• Choice of two medical plans.

• Two dental plan options.

• Vision insurance coverage.

• Flexible spending accounts (FSAs).

• Company-paid life insurance and AD&D.

• Optional additional life insurance and AD&D.

• Disability insurance coverage.

• Paid parental leave.

• Paid time off.

• 401k Plan with company matching contributions.

• Discounted employee travel opportunities.

• Access to LinkedIn Learning webinars and courses.

• Discounted pet insurance.

• Discounted auto, home, and renters insurance.

• Potential eligibility for an incentive, commission, bonus, or discretionary bonus program based on company financial goals and individual performance.