Corporate Travel Consultant
American Express Global Business Travel
Apollo
Group Travel Manager
Corporate Travel Management (CTM) Group
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $60,000 - $80,000 per year
Job Level
Mid-LevelSenior
About the role
- Lead the day-to-day operations of the Group Advisors team , handing student/study travel.
- Train, mentor, and guide direct reports while fostering a positive work environment.
- Ensure performance goals are clearly communicated while aiding, guidance and coaching support as needed.
- Provide fair, constructive, and timely feedback towards performance expectations and goals.
- Identify , analyze, implement, and audit new technologies and processes for continual improvement.
- Be keenly aware of volume and make real-time adjustments to support the workload.
- Closely monitor staffing and all service level channels (phone, email, queues) throughout the day to ensure goals are met.
- Proactively communicate with management when necessary.
- Identify issues impacting service levels and advisory productivity.
- Work with management to develop solutions to improve processes.
- Manage overtime as necessary, per departmental guidelines.
- Act as a resource and support for Group Advisors, Group Travel Managers, and management to answer questions regarding operational formats, applications, processes, procedures, and company policies.
- Possess the ability to answer questions pertaining to all active programs and accounts.
- Monitor daily, weekly, and monthly Agent Sales Productivity reports.
- Share statistics with and provide support to advisors to assist them in meeting or exceeding performance goals.
- Recognize top performers.
- Conduct regular 1:1 sessions and annual performance recaps with each direct report.
- In the case of unsatisfactory performance, work with the individual to develop a customized performance improvement plan and monitor the performance.
- Assist or take the lead in handling customer service issues.
- Provide guidance and encourage the advisor to resolve the problem when possible.
- Escalate issues to the Director as needed.
- Participate in, provide, and/or coordinate ongoing training and development opportunities that enable skills and knowledge development.
- Keep abreast of industrial developments.
- Ability to work evening hours, weekends, and longer hours during high volume periods.
- Ability to assist in a crisis or work outage during or outside regular business hours.
- Complete new group travel requests from start to finish daily.
- Other duties as assigned.
- This position includes daily group r equest s processing of student/study abroad travel
Requirements
- Requires five years’ experience in the travel industry
- Experience with M&E Group, student & study abroad travel .
- Requires at least 5 years in a leadership position managing employees (including at least 3 years in a management position).
- GDS experience is required - Sabre.
- Exceptional customer service skills.
- This is a client facing position.
- Embrace CTM’s core values of Connect, Evolve and Deliver.
- Proficiency in Microsoft Office Suite.
- Ability to do basic math.
- Ability to read and interpret information.
- Attention to detail.
- Regular and reliable attendance.
