Operations Supervisor, Government Travel

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CI Azumano Travel / Business

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51 - 200 employés

Fondée en 1959

Qu'est-ce qui fait de CI Azumano Business un meilleur type de société de gestion de voyages ? Grâce à notre agilité, flexibilité et adaptabilité, nous pouvons faire une différence quantifiable sur le coût total de votre programme. Notre mélange stratégique de personnel et de technologie a permis aux petites et moyennes entreprises d'optimiser le retour sur investissement à tous les aspects du voyage, qu'il soit géré ou non.

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

🎯 Exigences

• 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.

🏖️ Avantages

• 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