Manager, Corporate Travel

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🔥 15 minutes ago

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Internova Travel Group

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2008

🤝 B2B

👥 B2C

B2B • B2C • Travel

Internova Travel Group is a prominent travel services company specializing in providing a range of travel-related solutions. The company offers services such as leisure travel, corporate travel management, and cruise travel, catering to diverse client needs. With a strong focus on customer satisfaction and innovative travel experiences, Internova aims to enhance the way people travel and explore the world.

📋 Description

• Provides day-to-day guidance to agent team within span of control • Ability to identify team strengths/development opportunities, identify top talent • Develops solid plans in place to drive results • Monitors success measurements frequently. • Provides frequent and timely feedback through one on one interaction, team meetings, and other forms of communication for all direct reports • Provides both positive and constructive feedback as required • Completes HR interactions/functions as needed – including payroll functions. • Clearly communicates the departmental vision and mission to all team members • Works closely with Work Force Analyst to develop schedules, monitor attendance, align time for non-phone related work and coaching sessions • Works to mitigate expense due to quality errors • Reviews customer service reports monthly, completes appropriate analysis of issues, and works to quickly identify trends or issues within area of responsibility. • Supports service level management through attendance at daily huddles and planning session. • Reviews any exception time off requests with Work Force Manager. • Closely monitors use of overtime, works with Work Force Management Team to align on optimal schedules and staffing requirements to reduce the need for overtime expense • Monitors all write offs and payouts, works closely with Director to create strategies to mitigate payout risks. • Reviews agent productivity measures, offers suggestions and develops plans for process improvement as needed • Works closely with Director of Service Delivery and Account Management to support new and existing client programs. • Acts as primary contact for day to day operational questions for internal and external clients. • Works closely with all Travel Leaders internal departments to ensure client program success.

🎯 Requirements

• Minimum of 5 years’ experience in the travel industry • Ability to relate to and understand agent and supervisor roles • Minimum of 2 years in a supervisory role, experience may substitute for education. • Ability to respond to high level escalated customer service issues. • Ability to identify root cause, creating process improvement to have wider impact. • Ability to interface with the Travel Manager and Account Managers and create meaningful internal and external partnerships. • Proficient in designated GDS • Strong knowledge of international travel • Excellent written and verbal skills • Ability to present material to groups of various sizes • Ability to craft compelling written and oral communication pieces for internal/external clients and staff • Exceptional attention to detail • Strong Microsoft office skills (word, excel) • Ability to complete simple analysis • Build/utilize simple spreadsheets/word documents.

🏖️ Benefits

• choice of two medical plans and two dental plans • vision insurance • flexible spending accounts (FSAs) • company-paid life insurance and AD&D • optional additional life insurance and AD&D • disability insurance • paid parental leave • paid time off • 401k Plan with company match • discounted employee travel options • access to LinkedIn Learning webinars and courses • discounted pet insurance and auto, home, & renters insurance.