Manager Government Operations

About the role

ADTRAV Travel Management, founded in 1977, has over four decades of experience in managing corporate, government, vacation, group, meetings, and incentive travel programs across the United States. We have experienced steady growth throughout our history and are currently ranked as one of the top business travel management companies in the country. ADTRAV is seeking a Manager Government Operations to motivate and manage Government Travel Consultants, resolve issues from clients, and conduct research into various items, in collaboration with other internal departments.

Responsibilities

• Provide day-to-day leadership of a team of Government Travel Consultants, Team Leads, and/or Associate Managers.
• Be knowledgeable and trained in direct reports duties and be able to perform the job functions as needed, including the ability to assist travelers and book itineraries.
• Champion the proper use of ADTRAV tools by participating in developments and enhancements as well as monitoring execution from the agents.
• Set goals and objectives for the team and provide guidance on how to achieve to ensure they know what is expected in their position and in the company.
• Review turnover transaction rates and errors/write offs and address with agents.
• Review itineraries by verifying reservations have all appropriate information and reviewing travel authorizations.
• Provide coaching and training to agents on how to service travelers and on policies and procedures of the company.
• Review agent job aids and ensure information is correct and updated regularly.
• Understand ADTRAV products, systems, and processes to assist agents and clients. Become knowledgeable in ADTRAV's industry and customer base.
• Monitor call volume, ensuring agents are available to service clients.
• Serve as the main contact for clients and ensure any client concerns are researched, addressed, and resolved promptly.
• Research agent and client issues promptly by gathering information and then provide solutions to client/account management team and address with agent.
• Work with senior leadership to keep KPIs and SLAs in line with client expectations as well as work with team members to ensure attainment of SLAs/KPIs, e.g., call and email volume, turnover, transaction rates, client/travel satisfaction, overdue tasks, and agent errors.
• Identify process and workflow efficiencies and provide recommendations to management on how to improve.
• Create, adjust and monitor all department reporting.
• Process timecards and time off for payroll.
• De