Operations Manager – Government

CI Azumano Travel / Business

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Work under the direction and guidance of the Director of Government Client Services to: (1) establish individual and team performance goals and (2) develop a viable plan for tracking and reporting team members’ performance and goal achievement.
  • Serve as a problem-solving resource and trainer for team members.
  • Ensures that the Team Leads perform required agent call monitoring on a monthly basis.
  • Serve as a Government Department technical subject matter expert (SME) when working with Client Development team on implementation of new client service programs.
  • Work with Team Leads to ensure they have developed the weekly/monthly work schedule for the agents and to ensure that proper telephone coverage is maintained for the assigned accounts/contracts.
  • Approve time sheets for Team Leads and ensure that agent time sheets are corrected and approved in a timely manner.
  • Work closely with management to determine strengths and challenges of each team member for the purpose of their professional development and improving the overall team capability.
  • Maintain an awareness of any need for supervisory intervention related to products, services, or performance that could impact on delivery of service to a customer.
  • Provide ongoing written assessment of team members professional performance, including giving quarterly feedback and culminating into annual performance review input to the Director of Government Client Services.
  • Provide required reports to clients on a monthly basis. To include but not limited to CBA reconciliation reporting, telephone reporting and refund/exchange reporting etc.

Requirements

  • High School Diploma or GED
  • 5 or more years of corporate or government travel consulting experience
  • Excellent communication and presentation skills with technical and non-technical users across different levels of the organization
  • Strong knowledge of Worldspan and SABRE
Benefits
  • medical
  • dental
  • vision
  • life
  • disability
  • voluntary benefit programs (critical illness, hospital, and accident)
  • health savings and flexible spending accounts
  • retirement 401K plan
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
CBA reconciliation reportingtelephone reportingrefund/exchange reportingagent call monitoringperformance assessment
Soft Skills
problem-solvingtrainingcommunicationpresentationteam management
Certifications
High School DiplomaGED