Business Title: Supervisor Operations Requisition #: USAEAST-4151 Country: United States
State Province: Massachusetts
City/Town: Woburn
Position Type: Full Time - Regular
Field of Interest Category: Travel Operations
Shift: Scheduled Work Hours: 40 Percent of Travel: 0%
Relocation: No
Language(s) Required: English - Read English - Speak English - Write
Job Description: Job Summary: Supervises a team of 2-20 employees in a corporate travel office by providing excellent client and employee support and exhibiting leadership in the areas of problem resolution, customer service, technology knowledge, and process / policy adherence. Phone answering duties must be voluntary or less than 20% of assigned duties. Supervisor has on on-site manager at the same location and is not responsible for P&L.. Responsible for hiring, terminations, writing and delivering performance evaluations.
Travel Management Specific: ? Maintain client / vendor contractual information up to date, work with BCD Travel technology systems to maintain current ? Work closely with the office Workforce Specialist to ensure proper staffing and service levels ? Maintain travel data bases as required by client base ? Monitor team's preferred vendor agreements for air, car, and hotel, provide coaching and training as necessary to reach targets]
Supervisory Specific: ? Work with manager to determine goals and measurement tools for the team ? 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 ? Assists in employee recruiting and interviewing ? Training employee on company and account procedures ? Handles employee relations issues with the assistance of the manager and HR ? Writes and delivers employee counseling documents when necessary
Qualifications: ? Minimum of four (4) years of corporate travel agency experience.in past 6 years ? Prior managerial experience of 1-2 years preferred ? Strong customer service skills ? Strong problem solving skills ? Proficiency in a specified airline reservation system. ? Knowledge of Internet search processes ? Knowledge of word processing, spreadsheets and email software. ? Ability to work nights and weekends when needed
