Travel Hub - Assistant Manager

Summary: 

The Travel Supervisor oversees the day‑to‑day operations of a team of Travel Advisors within a 24‑hour contact center environment. This role ensures that service levels are achieved by providing coaching, monitoring performance, handling basic escalations, and supporting the team with complex customer inquiries. The Supervisor maintains strong knowledge of travel service delivery standards, client programs, and company procedures while ensuring service quality and customer satisfaction.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provides daily support, coaching and management to a team of full-time and part-time Travel Advisors, including appropriate mentoring, coaching and team building.
• Conducts Monitoring, which includes the management of the overall daily volume of requests and ticket management to ensure service level standards are met.
• Serves as an expert on Travel Service Delivery.
• Support new hire onboarding and post‑training reinforcement.
• Maintains thorough knowledge of all Client Programs.
• Monitor daily request volumes, queues, and ticket handling to ensure service levels are met.
• Adjust workload distribution across the team as needed.
• Handles escalated issues and resolve customer issues when Advisors require support.
• Communicate recurring issues to the Manager for higher‑level resolution or process improvement.
• Analyzes difficult customers’ questions and provides recommendations to the Director regarding the best course(s) of action for resolving the issue(s); in doing so identify areas of opportunity within the department/organization to enhance service.
• Administers management policies and procedures.
• Performs quality scoring as part of monthly responsibilities.
• Occasionally fulfills requests as needed.
• Available by cell phone 24 x 7.
• Assists with the training and post training of all new hire classes.
• Facilitate team meetings to ensure effective communication and that all team members have the most current information available;
• Sponsors and actively participates in quality program that includes providing input, strategic planning, and formulation of policies and procedures and/or enhancements to existing practices.
• Prepares all reports for management as needed.
• Completes special projects and/or other tasks as assigned.
• Inspires team to provide the highest levels of customer satisfaction and operational integrity.
• Participates in task forces in order to improve customer service.
• Other duties as assigned.

Qualifications:

• Supervisory or Team Lead experience required.
• 4-6 years related customer service or hospitality experience required.
• Proficiency on GDS – specifically Sabre
• College Degree preferred.
• Superior time-management skills along with strong sense of urgency.

• Strong Internet navigation skills along with a working knowledge of Microsoft Office.
• Strong customer service skills and attention to detail.
• Committed to delivering customer service excellence and high-quality work.
• Excellent verbal and written communication skills.
• Demonstrates self-motivation, self-confidence, flexibility, adaptability, and open-mindedness.
• Exhibits leadership traits in order to motivate, communicate and provide feedback.
• Exercises discretion and judgment when providing feedback, guidance, clarification, and disciplinary action.
• Able to anticipate, successfully negotiate and solve problems.  Able to resolve conflicts when they arise.
• Able to work a flexible schedule that includes nights, weekends, and holidays.
• Able to successfully pass a credit, criminal, and employment reference security check.