Manager, Government Operations

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

📋 Description

• Lead daily operations for Government Travel Consultants, Team Leads, and/or Associate Managers.

• Carry out travel consultant responsibilities as necessary, including assisting travelers and arranging itineraries.

• Advocate for the effective use of ADTRAV tools and oversee agent performance.

• Establish team goals and objectives while providing direction.

• Evaluate transaction rates, errors, write-offs, itineraries, reservations, and travel authorizations.

• Mentor and train agents on traveler services, company policies, and procedures.

• Keep agent job aids accurate and up to date.

• Track call volume and agent availability.

• Act as the primary client liaison, promptly investigating, addressing, and resolving client issues.

• Investigate agent and client issues and offer solutions to client/account management teams.

• Monitor KPIs and SLAs, including call and email volumes, turnover, transaction rates, traveler satisfaction, overdue tasks, and agent errors.

• Identify opportunities for process and workflow enhancements and suggest improvements.

• Create, modify, and oversee department reporting.

• Handle timecard processing and time-off requests for payroll.

• Develop, mentor, and guide team members.

• Facilitate weekly individual and team meetings.

• Conduct performance evaluations and document disciplinary actions.

• Engage in recruitment by interviewing and selecting new agents.

• Utilize GDS, online booking tools, ADTRAV products, and internal applications.

• Participate in continuous industry training.

• Maintain effective relationships with employees, partners, vendors, and clients.

• Comply with company policies and perform other assigned duties.

⛳️ Requirements

• High school diploma or equivalent is required.

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

• Over 2 years of experience in a managerial role.

• Proficient knowledge of Sabre GDS is mandatory.

• Familiarity with Amadeus is an advantage.

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

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

• Proficient computer and typing skills, including the ability to navigate quickly between programs, use shortcut keys, and manage multiple applications and monitors.

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

• Strong leadership, organizational, analytical, decision-making, time-management, communication, and multitasking skills.

• Excellent written and verbal communication skills in English.

• Ability to work remotely and fulfill company home-office requirements.

• Availability Monday-Friday, 7am-7pm CT, in addition to after hours, weekends, and holidays as necessary.

• Willingness to travel up to 15% as needed.

• Ability to maintain confidentiality.

• Capable of passing credit, criminal, and/or employment reference background checks.

• U.S. citizenship is required by government contract.

• Must be able to obtain the necessary security clearance.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• Life insurance

• Disability insurance

• Flexible Spending Accounts

• 401(k)

• PTO