Operations Manager – Concierge Team

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Corporate Travel Management (CTM) Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📦 Logistics

🏨 Hospitality

Consulting • Logistics • Hospitality

Corporate Travel Management (CTM) is a global leader in business travel management services. CTM delivers tailored travel management solutions, encompassing corporate travel, meetings and events, and innovative travel technology. With a focus on driving savings, efficiency, and safety for companies and their travelers, CTM offers a uniquely designed global business travel management program that aims to provide excellent customer service and measurable ROI. By taking a consultative approach, CTM creates customized travel programs to meet the unique goals of businesses worldwide, supported by a dedicated global travel team and an integrated technology platform.

📋 Description

• Provide leadership, development, mentorship and direction to ensure high-quality customer service • Manage multiple facets of customer experience, quality and established metrics • Build a structured team framework enabling team members to provide technical support to one another • Forward plan and assist account management and sales teams • Develop and coach team members • Maintain current knowledge of team skill sets and client-specific processes and policies • Communicate quality and service commitments through training, email and coaching • Respond to customer requests and service or team-member issues • Review operational KPIs and ensure issues are communicated and addressed • Assess agent and office quality and training needs with management teams • Plan and implement new service products, programs and initiatives • Participate in problem-solving and root cause analysis • Create and maintain a team-oriented environment and positive relationships • Coach, mentor and motivate team members to meet goals and standards • Identify service enhancement opportunities and coordinate resolutions • Communicate operational policies and procedures and ensure adherence • Monitor scheduling, prepare and conduct performance reviews, and handle employee leadership responsibilities • Manage direct reports, including hiring, training, coaching, feedback and development • Drive employee engagement and support team-member growth plans

🎯 Requirements

• High School Diploma or equivalent is required • Three to five years’ experience in the corporate travel industry strongly preferred • Experience working for a Travel Management Company (TMC) • Successful management and/or supervisory skills strongly preferred • Proficiency in Sabre, Microsoft Word and Outlook • Effective written and verbal communication skills • Excellent diplomatic, problem-solving and troubleshooting skills • Exceptional relationship management skills • Ability to motivate, develop and effectively manage team members • Ability to work independently and as part of a team • Ability to meet deadlines and prioritize simultaneous requests • Creative and analytical thinking with consultative skills • Ability to remain calm under pressure and learn proactively • Basic math ability • Ability to read and interpret information • Attention to detail • Regular and reliable attendance • Must be willing to book travel when necessary • M-F availability, 10am-7pm EST, with on-call work as needed

🏖️ Benefits

• Company Paid Basic Life & AD&D Insurance • Company Paid Short-Term Disability • Voluntary Long-Term Disability Insurance • Robust Wellness Program with incentives available to save money on medical insurance premiums • Supplemental Life, Accident, Cancer, Critical Illness, Identity Theft Protection and Legal Coverage • Three medical plan offerings including a High Deductible Health Plan, HMO plan (available in select states) and a Co-Pay medical plan • Health Savings Account with company core contribution and match if enrolled in the HDHP medical plan • Flexible Spending Accounts • Dependent Care Savings Account • Dental Insurance Plan • Vision Insurance Plan • 9 Company Paid Holidays including the day after Thanksgiving • Generous paid time off programs for vacation and sick days • Employee Assistance Plan with access to Talk Space Therapy • Family Medical Leave • Paid Parental Leave (4 weeks) • Maternity benefits utilizing company paid STD, plus Parental Leave (4 weeks) • Bereavement Leave • 401(k) Retirement Plan with a generous match per pay period • Student Loan Payment Match • Flexible work environments, including fully virtual work depending on role, location, and business needs