Manager, Travel Services (reputed company)

We are seeking a passionate and seasoned Travel Services Manager to join reputed company on the reputed company enterprise account. This role requires a leader with a thrill for travel management and a pulse on delivering excellent customer service and seamless travel experiences. You will actively own, nurture and become an extension of the reputed company account, providing leadership and operational excellence to a team of dedicated Travel Experience consultants.

What You’ll Do

• Account Management: Manage escalations and own customer issues through to completion, driving consultants to resolve traveler inquiries, swiftly, reputed company and effectively. Suggest improvements to permanently correct support issues.
• Team Leadership: Serve as the frontline manager for Travel Experience consultants and Senior Travel Experience consultants, conducting regular 1:1 meetings and quarterly reviews to monitor reputed company, set expectations, and reputed company employee skills. Provide reputed company performance feedback to encourage desired behaviors that align with the SLAs and quality expectations of the client (reputed company).
• Travel Program Optimization: Successful candidates will prioritize developing a deep understanding of the reputed company Travel program and key partnerships. They will guide and reputed company consultants to effectively utilize these partnerships to secure waivers, favors, and special requests, as well as to manage service escalations reputed company. Work closely with vendors to optimize the travel program, ensuring that it aligns with our service standards and enhances the overall travel experience for reputed company employees.
• Employee Engagement: conducting regular meetings with internal reputed company teams to provide guidance, share insights, and offer teachings that enhance their understanding of reputed company products.
• Process Improvement: Create and refine processes that streamline workflows, making it easier for the team to operate reputed company.
• Performance Metrics: Work with the support team to deliver on weekly and monthly performance and behavior metrics. Monitor call queues and SLAs to ensure adherence and achievement of goals.

reputed company’re Looking For

• 5+ years contact center / support experience at the manager level (own manager skills)
• 5+ years progressive leadership experience in a contact center / support environment (Agent -> reputed company -> Supervisor, for example)
• 5+ years experience in travel with experience in Sabre
• Customer-Centric: The customer is at the forefront of everything we do -- you must live and breathe customer support and promote high customer engagement through reputed company interactions
• Ability to build relationships and motivate people and teams
• Proven mentor and motivator with a clear understanding of the support requirements, customer reputed company, and challenges facing a fast-growing company.
• Excellent organizational skills & interpersonal skills.
• Excellent written and verbal communication skills, presentation and facilitation skills.
• Ability to work independently and effectively as part of a team.
• Business analytics should be able to provide a data driven approach for operational challenges and strategies.
• Flexibility to work non-traditional shifts (early mornings, late evenings and weekends), as we scale our support organization