Seneca Holdings

Operations Supervisor – Government Travel

Seneca Holdings

full-time

Posted on:

Location Type: Remote

Location: Virginia • United States

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About the role

  • Supervise assigned travel consultants creating a cohesive team culture and developing them into strong travel consulting professionals with a focus on improvement of KPIs, performance monitoring, training, coaching and scheduling
  • Ensure service level requirements with real-time management of phones, emails and queues; make staff adjustments to adapt to unexpected volume spikes
  • Serve as coach and professional development resource for travel consultants on the team, to include encouraging directed and ongoing individual technical skills and customer service skills development
  • Perform as subject-matter expert on specific government contracts for requirements, provisions and other service details
  • Work under the direction and guidance of the Operations Manager to monitor individual and team performance goals
  • Serve as a SME when working with development, implementation and technology
  • Serve as a coach to travel consultants to include providing constructive feedback of monitored calls, skill development based on demonstrated and observed performance
  • Strong understanding and application of a client policies and processes, determining the impact to the operation team as changes are implemented
  • Use industry knowledge to provide direction on best-practices, identify and implementation of operational improvements
  • Oversee, provide guidance on review of current work processes, procedures and policies, seeking efficiencies and effectiveness improvements making sure company objectives are met
  • Lead the team in error reduction efforts, providing direction, measurement and reviews of progress against goals

Requirements

  • Minimum of 5 years of managing travel services, specifically global travel
  • Extensive experience with service details, requirements and well-versed in government regulations including the FTR and JRT regulations and Fly America Act
  • Government travel experience to include global travel
  • Proven record of meeting and exceeding customer expectations by managing customer service to agreed SLA's related to telephone, quality, and productivity
  • Subject-matter expert for teams on technical and procedural subjects, government regulations, complex travel requests and assigned contract service details
  • High school diploma or general education degree (GED); three to five years related experience and/or training; or equivalent combination of education and experience
  • Proactive approach to systems and processes
  • Ability to identify and correct issues before they become problems
  • Focus on process improvement and key performance indicators
  • Display initiative and ownership and capability of making sound judgements
  • Positive role model for all staff and lead by example
  • Communication skills
Benefits
  • competitive pay
  • benefits
  • perks
  • flexible work-life balance
  • professional development opportunities
  • performance and recognition programs
  • comprehensive benefits package including medical, dental, vision, life, and 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
performance monitoringtrainingcoachingcustomer service skillsprocess improvementerror reductionKPI managementgovernment regulationsservice level agreementstechnical skills
Soft Skills
leadershipcommunication skillsinitiativeownershipproblem-solvingteam buildingconstructive feedbackproactive approachrole modelingjudgment
Certifications
high school diplomaGED