Corporate Travel Management (CTM) Group

Supervisor, Operations

Corporate Travel Management (CTM) Group

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $50,000 - $72,000 per year

About the role

  • To promote a strong collaborative team that delivers optimum customer service and productivity.
  • Responsible to align individual performance expectations with team goals.
  • Ensure that performance goals are clearly communicated while providing assistance, guidance and coaching support as needed.
  • Successfully perform all duties of a Corporate Travel Advisor.
  • Effectively communicate with team and management to promote an engaged and productive staff and to ensure goals are met.
  • Manage scheduling advisors to ensure all clients' travel needs or concerns are addressed.
  • Manage overtime as necessary, per office guidelines.
  • Oversee queue management and ensure that all tasks within the team are completed.
  • Coach a team of travel advisors to positively, efficiently and proactively address client requests.
  • Provide feedback.
  • Act as a resource and support for advisors, clients, and account management to answer questions regarding operational formats, applications, processes, procedures and company policies.
  • Partner with account management and the client to build a strong professional relationship and ensure satisfaction is achieved and expectations exceeded.
  • Conduct monthly 1:1s and performance recaps with each direct report.
  • Lead by example. Promote and follow guidelines set forth in the Standards of Professional Conduct.
  • Support management decisions within the office and ask appropriate questions to ensure understanding of any change or new procedures.
  • Keep abreast of industry developments.
  • Assist or take the lead in handling customer service issues. Provide guidance and encourage the travel advisor to solve the problem when possible.
  • Maintain a comprehensive working knowledge of GDS and any other product used for specific account being handled.
  • Closely monitor staffing and all omni channel service levels throughout the day to ensure goals are met.

Requirements

  • High School Diploma or equivalent is required.
  • Three to five years’ experience in the travel industry with successful management and/or supervisory skills strongly preferred
  • Proficiency in Sabre, Microsoft Word, Outlook
  • Effective communication skills; ability to communicate in a manner which ensures message is understood
  • Excellent diplomatic skills; the ability to establish and maintain positive relationships with both internal and external team members
  • Ability to deliver excellent internal and external customer service
  • Excellent problem-solving and trouble-shooting skills
  • Exceptional relationship management skills
  • Must have the ability to motivate, develop and effectively manage members of his/her team
  • Self-motivated and able to work well with frequently-shifting priorities
  • Must be willing to book travel when necessary.
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 your 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 (HSA) with company core contribution and match, on a per pay period basis 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) to provide time for recovery, baby bonding, and enjoying your family time.
  • Bereavement Leave
  • 401(k) Retirement Plan with a generous match per pay period
  • Student Loan Payment Match
Applicant Tracking System Keywords

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

Hard Skills & Tools
GDSSabreMicrosoft WordMicrosoft Outlook
Soft Skills
effective communicationdiplomatic skillsrelationship managementproblem-solvingtrouble-shootingmotivationteam managementcustomer service
Certifications
High School Diploma