Job Description

Position Title:
Team Manager, Operations

Senior Leadership Team Leader:
Senior Vice President, Operations

Team Leader:
Senior Operations Manager

Team Membership:
Operations

Location:
Virtual

Job Status:
Exempt

Supervisory Responsibilities:
Yes

Objective of the Position:
The Operations Team Manager leads a team of Travel Consultants in a corporate environment. This team may include in-office and virtual staff.

Job Summary:

• 
  Providing ideal customer service to World Travel Inc.\xe2\x80\x99s valued clients
• Exhibiting strong leadership to attract, motivate and retain valued employees
• Working with individual team members to ensure continued employee development and career growth objectives
• Exceeding internal and client-specific SLA contracted performance levels
• Supporting year-over-year business growth
• Ensuring client retention and satisfaction
• Developing operational workflow and responsibilities to ensure end-to-end reservation fulfillment is quick, efficient and error free
• Establishing individual and team performance metrics
• Participating with the implementation process to ensure new business has a successful \xe2\x80\x9cgo live\xe2\x80\x9d
• Enhancing workflow
• Coaching and mentoring the team for optimal performance and career growth

Essential Functions:

• 
  Manages the daily performance of the team members and daily business, promoting:
  • Quality work
  • Productive consultants
  • Optimal customer service
  • Maximizing each reservation
  • Following WTI SOPs
  • Exceeding internal and contracted SLAs
  • Ensures optimal UT usage
• Key contact for the accounts for operational support
• Work closely with training to ensure continued employee development
• Work with senior leader to ensure all KPIs are met
• Senior Leader will provide direction and measure on optimal business results which include
  • YOY productivity improvement
  • SLA performance
  • Client satisfaction
  • Opportunities to grow the business
  • Employee development and career growth
• Communications requirements will include:
  • Communicates the daily briefing
  • Monthly individual team member meetings
  • Weekly team meetings
  • Communicates monthly team results and goal performance
• Managing staff schedules including:
  • Optimal shift coverage during business hours
  • Managing ADP for staff
  • Controlling overtime
• Managing Issue resolution log to ensure quick and efficient resolution
• Proactively communicates increased call volume due to unforeseen industry situations
• Meets with account management regularly to review account specific trending and performance
• Assists the Team with reservations

Competency and Position Requirements

The ideal candidate will have a minimum of 2 years TMC leadership position or will have been mentored internally as a leader:

• Effective organizational and time management skills, with follow through on goals, plans and projects
• Excellent problem-solving skills
• Ability to motivate a team and foster effective teamwork
• Adept to manage change and demonstrate adaptability and flexibility
• Capable to work independently exercising discretion and judgment that protects the business and provides service
• Ability to manage client and vendor relationships related to operational objectives
• Apollo and Sabre GDS Experience
• Knowledge of other travel technology systems, ie: integrating meetings with OBTs, event registration sites
• Knowledge on supplier contracts
• Understanding of ACD Phone systems and reporting
• Familiar with omni channel workflow
• Ability to recruit, motivate, coach and develop staff
• Excellent written and oral communications skills
• Exhibits professional business acumen
• Able to work well with all departments in order to achieve company goals
• Proficient in Microsoft Excel, Word, and Outlook