Careers

Corporate Travel Operations Supervisor

We’re looking for an outstanding Corporate Travel Operations Supervisor with demonstrated VIP client experience who embraces technology and exceptional customer experience. When the weather is rotten or time is running short, every traveler needs a great travel management company with great leadership. Nearly all our employees work from home, and you will too. Our technology allows you to work from home while still being connected to your employees, your co-workers, and *hundreds* of client accounts, and we’re getting better all the time at making big things feel small and personal. Sometimes it’s still a bumpy ride, but we’re constantly innovating. We’re building tomorrow’s agency out of the best people and technology. You could be a part of it.

 

Please read the requirements below before applying. If you meet the requirements, send us your cover letter and resume, and let’s find out how you can make us even better.

 

Mission Statement

 

The travel operations supervisor will be responsible for a team of up to twenty (20) travel consultants spread throughout North America.  They will need to foster a positive and professional work environment through servant leadership and manage remote team members through effective communications and standards enforcement. Promote and maintain the highest level of customer service in the industry. Create the best TMC on the planet for the Concur user.

 

Key Responsibilities

  • Support the company’s values, goals and objectives
  • Help us innovate to improve the customer experience and create a stronger company
  • Supervises the day-to-day operations for the team of travel consultants in a manner that supports departmental policies, plans and objectives
  • Responsible for sustaining Corporate Travel service level agreements, which include, but are not limited to phone/email statistics, customer service and overall quality of the travel department
  • Assists Operations Team in hiring developing, training, motivating and evaluating team members
  • Ensures staffing levels and schedules are met while working with Workforce Management to insure staff adherence is in line with published targets
  • Handles client inquiries and resolves client complaints including difficult calls escalated to supervisory level
  • Works closely with account management team to develop and implement “best in class” customer solutions
  • Research Debit Memos
  • Communicate and implement new policies and procedures to all team members
  • Produce and analyze agents’ and teams’ performance reports
  • Coach, mentor, motivate and evaluate the performance of the team
  • Ensures proper human resources and company processes and policies are followed
  • Handle difficult calls escalated to supervisory level
  • Completes weekly quality monitoring for team members and attends regularly scheduleded quality calibration sessions
  • Conducts weekly one on ones with team members
  • Devise and implement monthly team incentives to improve performance
  • Ensure administrative duties are completed in areas such as payroll, learning and development, and agent employee files
  • All other duties as assigned

Skills & Knowledge

  • Consistently demonstrate company values with customers, suppliers, and teammates
  • Excellent oral and written communication skills, problem solving and interpersonal skills
  • Ability to work with and communicate successfully with a variety of personalities
  • Requires great attention to detail and organizational skills
  • Ability to multi-task and follow-through in an efficient, timely manner
  • Commitment to customer service and satisfaction
  • Self-motivator, who achieves results autonomously or via teamwork
  • Solid knowledge of domestic and international geography
  • Basic knowledge of Microsoft office suite
  • Understand our company values, goals and objectives

Expectations

  • Willingness to adapt and learn within a changing environment
  • Ability to communicate and promote changes
  • Ability to work effectively in a remote, fast paced environment
  • Demonstrated strong analytical and reporting skills
  • Time management skills and ability to prioritize tasks
  • Ability to work a full range of hours including on call weekends when needed
  • Assist with innovation to help the company become stronger and serve our clients better
  • Ability to embrace technology, process and procedure

Required Experience

  • Bachelor’s degree or business experience equivalent
  • Minimum of five (5) years travel management contact center experience (voice, email, chat)
  • Minimum of two (2) years Apollo (GDS) experience
  • Previous experience with ACD reporting and administration experience desired
  • Previous work force management experience desired

Physical Demands

 

While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, or crouch. Vision abilities required by this job include close vision.

 

Work Environment

 

You will either be working out of a Gant office or from your home.  If you are working from home, you are expected to provide for yourself a safe, quiet, working area free of distractions. You will be expected to provide (at your own expense) a dependable, non-satellite high speed broadband internet connection with a minimum of two available Ethernet ports within 15 feet of your work area.  Additionally, you will provide electrical surge protection for all Gant provided equipment which includes, but not limited to a Gant Travel owned corporate computer, single or dual monitors, and VoIP (voice over internet) telephone.  You are required to use the company supplied headset unless authorized by your supervisor.