Team Manager

Position Title:

Team Manager, Operations

Senior Leadership Team Leader:

Senior Vice President, Operations

Team Leader:

Director, Operations

Team Membership:

Operations

Location:

Virtual

Job Status:

Exempt

Supervisory Responsibilities:

Yes

Objective of the Position:

The Operations Team Manager leads a team of Travel Consultants in a corporate environment.  This team may include in-office and virtual staff.   

Job Summary

• Providing ideal customer service to World Travel Inc.’s valued clients
• Exhibiting strong leadership to attract, motivate and retain valued employees 
• Working with individual team members to ensure continued employee development and career growth objectives
• Exceeding internal and client-specific SLA contracted performance levels
• Supporting year-over-year business growth 
• Ensuring client retention and satisfaction 
• Developing operational workflow and responsibilities to ensure end-to-end reservation fulfillment is quick, efficient and error free 
• Establishing individual and team performance metrics 
• Participating with the implementation process to ensure new business has a successful “go live” 
• Enhancing workflow 
• Coaching and mentoring the team for optimal performance and career growth 

Essential Functions:

• Manages the daily performance of the team members and daily business, promoting:
  • Quality work  
  • Productive consultants 
  • Optimal customer service 
  • Maximizing each reservation 
  • Following WTI SOPs 
  • Exceeding internal and contracted SLAs 
  • Ensures optimal UT usage 
• Key contact for the accounts for operational support 
• Work closely with training to ensure continued employee development 
• Work with senior leader to ensure all KPIs are met 
• Senior Leader will provide direction and measure on optimal business results which include 
  • YOY productivity improvement 
  • SLA performance 
  • Client satisfaction 
  • Opportunities to grow the business
  • Employee development and career growth 
• Communications requirements will include:
  • Communicates the daily briefing  
  • Monthly individual team member meetings 
  • Weekly team meetings 
  • Communicates monthly team results and goal performance  
• Managing staff schedules including:
  • Optimal shift coverage during business hours 
  • Managing ADP for staff 
  • Controlling overtime  
• Managing Issue resolution log to ensure quick and efficient resolution 
• Proactively communicates increased call volume due to unforeseen industry situations 
• Meets with account management regularly to review account specific trending and performance 
• Assists the Team with reservations 

Competency and Position Requirements

The ideal candidate will have a minimum of 2 years TMC leadership position or will have been mentored internally as a leader: 

• Effective organizational and time management skills, with follow through on goals, plans and projects
• Excellent problem-solving skills
• Ability to motivate a team and foster effective teamwork
• Adept to manage change and demonstrate adaptability and flexibility
• Capable to work independently exercising discretion and judgment that protects the business and provides service
• Ability to manage client and vendor relationships related to operational objectives
• Sabre GDS Experience 
• Knowledge of other travel technology systems, ie: integrating meetings with OBTs, event registration sites 
• Knowledge on supplier contracts 
• Understanding of ACD Phone systems and reporting 
• Familiar with omni channel workflow 
• Ability to recruit, motivate, coach and develop staff
• Excellent written and oral communications skills 
• Exhibits professional business acumen 
• Able to work well with all departments in order to achieve company goals
• Proficient in Microsoft Excel, Word, and Outlook

Physical Factors/Environment: