Team Manager

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

📋 Description

• Oversee a team of Travel Consultants within a corporate setting

• Deliver exceptional customer service to clients of World Travel Inc.

• Attract, inspire, retain, coach, and mentor team members

• Facilitate employee development and career advancement

• Supervise daily team performance and business operations

• Ensure high-quality work, productive consultants, optimal customer service, and maximum reservation value

• Adhere to company SOPs and surpass internal and contracted SLAs

• Guarantee optimal utilization of UT

• Act as the primary operational support contact for accounts

• Collaborate with training to promote ongoing employee development

• Partner with senior leadership to achieve KPIs, which include year-over-year productivity, SLA performance, client satisfaction, business growth, and employee development

• Conduct daily briefings, weekly team meetings, monthly individual meetings, and review monthly team results and goal performance

• Manage staff schedules, shift coverage, ADP, and overtime

• Oversee the issue resolution log

• Proactively communicate about increased call volumes due to unexpected industry changes

• Meet regularly with account management to assess account trends and performance

• Assist the team with reservations

• Create operational workflows and responsibilities for efficient and error-free reservation fulfillment

• Establish individual and team performance metrics

• Engage in implementation processes to ensure a successful launch of new business initiatives

⛳️ Requirements

• A minimum of 2 years in a TMC leadership role or experience in internal leadership mentoring

• Strong organizational and time management skills, with a focus on achieving goals, plans, and projects

• Outstanding problem-solving abilities

• Capability to motivate a team and cultivate effective teamwork

• Competence in managing change while demonstrating adaptability and flexibility

• Ability to work independently, exercising discretion and judgment to protect the business and provide service

• Skill in managing client and vendor relationships related to operational objectives

• Experience with Sabre GDS

• Familiarity with other travel technology systems, including integrating meetings with OBTs and event registration platforms

• Knowledge of supplier contracts

• Understanding of ACD phone systems and their reporting

• Awareness of omni-channel workflow

• Proficiency in recruiting, motivating, coaching, and developing staff

• Excellent written and verbal communication skills

• Strong professional business acumen

• Ability to collaborate effectively with all departments to achieve company objectives

• Proficient in Microsoft Excel, Word, and Outlook

• Willingness to travel regularly outside the home office for prospective customer meetings as needed

🏝️ Benefits

• Accessible and inclusive interview experience

• Reasonable accommodation during the hiring process