Operations Supervisor, Government Travel

🕒 February 25

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CI Azumano Travel / Business

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51 - 200 employees

Founded 1959

What makes CI Azumano Business a better kind of travel management company? Being nimble, flexible and adaptable, we can make a quantifiable difference to your program’s total cost. Our strategic blend of people and technology has empowered small and mid-sized companies to maximize ROI on every aspect of travel, both managed and unmanaged.

📋 Description

• Supervise assigned travel consultants creating a cohesive team culture and developing them into strong travel consulting professionals with a focus on improvement of KPIs, performance monitoring, training, coaching and scheduling. • Ensure service level requirements with real-time management of phones, emails and queues; make staff adjustments to adapt to unexpected volume spikes. • Serve as coach and professional development resource for travel consultants on the team, to include encouraging directed and ongoing individual technical skills and customer service skills development. • Perform as subject-matter expert on specific government contracts for requirements, provisions and other service details • Work under the direction and guidance of the Operations Manager to monitor individual and team performance goals. • Serve as a SME when working with development, implementation and technology • Serve as a coach to travel consultants to include providing constructive feedback of monitored calls, skill development based on demonstrated and observed performance • Strong understanding and application of client policies and processes, determining the impact to operation team as changes are implemented • Use industry knowledge to provide direction on best-practices, identify and implementation of operational improvements • Oversee, provide guidance on review of current work processes, procedures and policies, seeking efficiencies and effectiveness improvements making sure company objectives are met • Lead the team in error reduction efforts, providing direction, measurement and reviews of progress against goals

🎯 Requirements

• Minimum of 5 years of managing travel services, specifically global travel • Extensive experience with service details, requirements and well-versed in government regulations including the FTR and JRT regulations and Fly America Act • Government travel experience to include global travel • Proven record of meeting and exceeding customer expectations by managing customer service to agreed SLA's related to telephone, quality, and productivity • Subject-matter expert for teams on technical and procedural subjects, government regulations, complex travel requests and assigned contract service details. • High school diploma or general education degree (GED); three to five years related experience and/or training; or equivalent combination of education and experience. • Proactive approach to systems and processes. • Ability to identify and correct issues before they become problems. • Focus on process improvement and key performance indicators. • Display initiative and ownership and capability of making sound judgements. • Positive role model for all staff and lead by example • Communication skills.

🏖️ Benefits

• medical, dental, vision, life, and disability, voluntary benefit programs (critical illness, hospital, and accident), health savings and flexible spending accounts, and retirement 401K plan • competitive health and welfare benefits