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Supervisor, Corporate Operations

Manage a team of corporate travel consultants in a corporate environment by providing excellent client and employee support and exhibiting leadership in the areas of problem resolution, customer service, technology knowledge, and process / policy adherence. Responsible for leading, guiding and developing this team of Travel Counselors in all areas of a call contact center and customer services.
Essential Duties and Responsibilities Include:
- Acts as the point person for the daily operations of assigned employees and accounts.
- Supervises the daily performance of direct reports, ensuring high levels of quality, productivity and customer service.
- Works closely with manager to determine goals and measurement tools, along with developing department communication.
- Meets/exceeds customer expectations by managing front line operations customer service levels related to telephone, quality, and productivity. Applies knowledge to increase operational efficiencies.
- Monitor telephone calls according to office guidelines to monitor quality of call servicing, provide coaching to improve quality.
- Track and distribute performance against established goals to employees on a routine basis, providing coaching and development as needed to improve quality.
- Maintains and promotes professional and courteous client relations by identifying and promptly responding to all questions relating to the business.
- Maintain effective, active-working relationships with clients, strategic business partners, vendors, and team members.
- Provides for the proper staffing and servicing of all operations within responsibility.
- Executes or directs the completion of personnel recruiting, hiring, development, motivation and separation. Exercises hiring and firing authority.
- Conducts performance reviews for direct reports.
- Ensures proper human resources and company processes and policies are followed.
Transferable Skills:
- Previous experience and knowledge of corporate agency call contact center in the travel industry.
- Ability to effectively prioritize and manage multiple tasks while maintaining strict deadlines in a high-pressure and time-sensitive environment.
- Intermediate knowledge of Call Center Management, phone routing and skilling.
- Proficiency with Window-based computers and a strong technical acumen with the ability to integrate multiple platforms.
- Excellent written and verbal communication skills.
- Excellent critical thinking, analytical, and problem-solving skills.
- Knowledge of accounting and financial analysis.
- Knowledge of contract management.
- Knowledge of corporate travel technology products.
- Ability to work independently and within a team, developing strategies and action plans and implementing goals and objectives.
- Ability to respond to change.
- Ability to embrace diversity.
- Ability to select, motivate, coach and develop staff; resolve employee relations issues; fosters effective teamwork.
- Professional manner and appearance.
- Effective organizational and time management skills.
- High school degree plus 1-2 years of college.
- Minimum of four (4) years corporate travel experience.
- Knowledge of travel agency operations is preferred.
- Knowledge of corporate travel technology is preferred.
- Ability to work nights and weekends when needed and to maintain team staffing for extended hours of operation.
- Minimum of 2-3 years managerial experience.
- Prior budget and cost management experience preferred.
- Advanced knowledge of Sabre reservation system is preferred.
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