Manager, Travel Experience

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

📋 Description

• Lead and manage a dedicated team of Travel Consultants.

• Mentor, train, and enhance the skills of team members to ensure a premier customer experience.

• Conduct regular one-on-one meetings and quarterly evaluations, establish expectations, monitor career growth, and provide performance feedback.

• Oversee operational performance, call queues (ACD), and service level agreements (SLAs).

• Carry out root cause analysis and implement corrective measures and process enhancements.

• Serve as the main point of contact for the customer's Travel Manager.

• Perform customer check-ins, present performance metrics, and collaborate on improvement strategies and service upgrades.

• Manage and resolve customer escalations from initiation to resolution.

• Guide the team in addressing traveler inquiries and achieving first-contact resolution.

• Handle escalated chats and calls when necessary.

• Work collaboratively with support teams and management on performance metrics, customer requests, product enhancements, and service improvements.

• Conduct screenings and interviews for new hires.

• Contribute to and ensure the implementation of New Hire Training Program modules.

• Oversee approvals for employee travel arrangements.

• Lead discussions regarding resignations and document insights.

• Organize both in-person and remote team engagement activities.

⛳️ Requirements

• A minimum of 5 years of progressive leadership experience within a contact center or support setting, including at least 5 years at the managerial level.

• A minimum of 5 years of experience in the travel sector.

• Extensive knowledge of GDS platforms (Sabre and/or Amadeus).

• Proven capability to provide exceptional customer support and resolve intricate customer issues.

• A history of building relationships, inspiring teams, and mentoring others.

• Understanding of the challenges faced by a rapidly growing organization.

• Ability to employ a data-driven approach to identify operational issues and guide strategic decisions.

• Exceptional written and verbal communication skills.

• Strong skills in presentation and facilitation.

• Familiarity with CRM applications like Salesforce and Twilio.

• Knowledge of contact center applications such as Calabrio and WorkDay.

• Outstanding organizational and interpersonal skills.

• Capability to work independently as well as collaboratively within a team.

• Willingness to work non-traditional shifts as required.

• Bachelor's degree preferred.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and growth.

• Flexible working arrangements.

• Generous paid time off policy.

• Employee discounts on travel services.