Team Manager, Operations

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:   Individuals are required to travel on a regular basis beyond their home office to prospective customer meeting locations as required.   To maneuver around the office, individuals are required to walk on a level surface, periodically and as necessary, throughout the day. We are committed to providing an accessible and inclusive interview experience. If you need assistance or a reasonable accommodation during the hiring process, please contact People Operations.