Operations Supervisor, Government Travel

Roles and Responsibilities

• Supervise assigned travel consultants creating a cohesive team culture and developing them into strong travel consulting professionals with a focus on improvement of KPIs, performance monitoring, training, coaching and scheduling.
• Ensure service level requirements with real-time management of phones, emails and queues; make staff adjustments to adapt to unexpected volume spikes.
• Serve as coach and professional development resource for travel consultants on the team, to include encouraging directed and ongoing individual technical skills and customer service skills development.
• Perform as subject-matter expert on specific government contracts for requirements, provisions and other service details
• Work under the direction and guidance of the Operations Manager to monitor individual and team performance goals.
• Serve as a SME when working with development, implementation and technology
• Serve as a coach to travel consultants to include providing constructive feedback of monitored calls, skill development based on demonstrated and observed performance
• Strong understanding and application of a client policies and processes, determining the impact to the operation team as changes are implemented
• Use industry knowledge to provide direction on best-practices, identify and implementation of operational improvements
• Oversee, provide guidance on review of current work processes, procedures and policies, seeking efficiencies and effectiveness improvements making sure company objectives are met
• Lead the team in error reduction efforts, providing direction, measurement and reviews of progress against goals

Qualifications

• Minimum of 5 years of managing travel services, specifically global travel
• Extensive experience with service details, requirements and well-versed in government regulations including the FTR and JRT regulations and Fly America Act
• Government travel experience to include global travel
• Proven record of meeting and exceeding customer expectations by managing customer service to agreed SLA's related to telephone, quality, and productivity
• Subject-matter expert for teams on technical and procedural subjects, government regulations, complex travel requests and assigned contract service details.
• High school diploma or general education degree (GED); three to five years related experience and/or training; or equivalent combination of education and experience.
• Proactive approach to systems and processes.
• Ability to identify and correct issues before they become problems.
• Focus on process improvement and key performance indicators.
• Display initiative and ownership and capability of making sound judgements.
• Positive role model for all staff and lead by example
• Communication skills.