Supervisor, Operations

Summary of Position

To promote a strong collaborative team that delivers optimum customer service and productivity. Responsible to align individual performance expectations with team goals. Ensure that performance goals are clearly communicated while providing assistance, guidance and coaching support as needed. Provide fair, constructive and timely feedback towards performance expectations and goals.

Schedule / Shift

This is an after hours position that will include overnights, weekends and holidays

Responsibilities and Duties

• Successfully perform all duties of a Corporate Travel Advisor.
• Effectively communicate with team and management to promote an engaged and productive staff and to ensure goals are met.
• Manage scheduling advisors to ensure all clients' travel needs or concerns are addressed. Manage overtime as necessary, per office guidelines. Oversee queue management and ensure that all tasks within the team are completed.
• Coach a team of travel advisors to positively, efficiently and proactively address client requests. Provide feedback
• Act as a resource and support for advisors, clients, and account management to answer questions regarding operational formats, applications, processes, procedures and company policies. Possess the ability to answer questions pertaining to all current programs/accounts. Partner with account management and the client to build a strong professional relationship and ensure satisfaction is achieved and expectations exceeded.
• Act as an advisor to each team member, giving guidance to improve work habits and efficiencies. Assist the team to recognize opportunities for change and development, as well as helping the team adapt to change and overcome resistance.
• Conduct monthly 1:1s and performance recaps with each direct report. In the case of unsatisfactory performance, work with the individual to develop a customized performance improvement plan and monitor the performance.
• Lead by example. Make decisions with confidence, demonstrating the behavior, attitudes and approaches that you want your team to emulate. Promote and follow guidelines set forth in the Standards of Professional Conduct.
• Support management decisions within the office and ask appropriate questions to ensure understanding of any change or new procedures.
• Participate in, provide, and/or coordinate ongoing training/development opportunities that enable skills and knowledge development. Keep abreast of industry developments.
• Assist or take the lead in handling customer service issues. Provide guidance and encourage the travel advisor to solve the problem when possible. Ensure completion of all paperwork related to customer service situations.
• Read and respond to customer surveys as necessary.
• Maintain a comprehensive working knowledge of GDS and any other product used for specific account being handled. Ensure all CTM products and tools or resources are being utilized for maximum effectiveness. May be responsible for data integrity.
• Closely monitor staffing and all omni channel service levels throughout the day to ensure goals are met. Proactive communication to manager when necessary.
• Identify issues impacting service levels and advisor productivity. Work with manager to develop solutions to improve processes. Participate in monthly LEAP calls.
• May participate in new account implementations with a primary focus on building client partnership.
• May participate in community promotional activities.
• Assist in the event of a crisis or work outage.
• Must maintain good attendance record.
• Other duties as assigned.

Leadership Responsibilities

• This position may have direct and/or indirect reports which includes responsibility for overall performance management, including hiring, training, coaching, feedback, development, etc.
• Models the way for employees and sets a positive example by demonstrating our core values.
• Provides ongoing feedback and supports team member growth by working with employees and encouraging growth plans.
• Drives employee engagement. Facilitates regular and ongoing conversations about employee engagement and takes action to improve team and organizational culture.

Required of all CTM Positions

• Embrace CTM’s core values of Connect, Evolve and Deliver.
• Professional, collaborative and supportive interaction with employees, clients, suppliers and vendors.
• Ability to work independently as well as part of a team.
• Appropriate and professional written and verbal communication.
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests.
• Creative and analytical thinking with strong problem-solving and consultative skills.
• Demonstrates calm under pressure – is a proactive contributor and eager to learn.
• Proficiency in Microsoft Office Suite.
• Ability to do basic math.
• Ability to read and interpret information.
• Attention to detail.
• Regular and reliable attendance.

Education and Experience

• 
  High School Diploma or equivalent is required.

• Three to five years’ experience in the travel industry with successful management and/or supervisory skills strongly preferred

• Proficiency in Sabre, Microsoft Word, Outlook

Knowledge, Skills, and Abilities

• 
  Effective communication skills; ability to communicate in a manner which ensures message is understood

• Excellent diplomatic skills; the ability to establish and maintain positive relationships with both internal and external team members

• Ability to deliver excellent internal and external customer service

• Excellent problem-solving and trouble-shooting skills

• Exceptional relationship management skills

• Must have the ability to motivate, develop and effectively manage members of his/her team

• Self-motivated and able to work well with frequently-shifting priorities

• Must be willing to book travel when necessary

EEO Statement

CTM NA is an equal opportunity employer and is committed to fostering a diverse, equitable, and inclusive workforce. All qualified applicants applying for job openings posted in the U.S. will receive consideration for employment without regard to, and will not be discriminated against on the basis of, race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, marital status, or any other characteristic or status protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and would like to request an accommodation in order to apply for a position, you may contact us at [email protected]. We will make every effort to respond to your request for assistance as soon as possible. Please provide a preferred contact method for response via email or phone.

Flexible work arrangements are available. Depending on role, location, and business needs, colleagues may work onsite, hybrid (combination of in-office and virtual) or fully virtual.

Click here to view EEO and Other Legal Notices.

BENEFITS PROGRAM

We provide competitive and comprehensive benefits programs, tailored to each part of the globe our people work in. From walking and fitness challenges to volunteer experiences, flexible work environments, generous leave programs and retirement plan options, we offer ways to support you in every stage of living your best life.

• Company Paid Basic Life & AD&D Insurance
• Company Paid Short-Term Disability
• Voluntary Long-Term Disability Insurance

Robust Wellness Program with incentives available to save money on your medical insurance premiums.

• Supplemental Life; Accident; Cancer; Critical Illness; Identity Theft Protection and Legal Coverage

Three medical plan offerings including a High Deductible Health Plan, HMO plan (available in select states) and a Co-Pay medical plan.

Health Savings Account (HSA) with company core contribution and match, on a per pay period basis if enrolled in the HDHP medical plan.

Flexible Spending Accounts

Dependent Care Savings Account.

Dental Insurance Plan

Vision Insurance Plan

9 Company Paid Holidays including the day after Thanksgiving.

Generous paid time off programs for vacation and sick days

Employee Assistance Plan with access to Talk Space Therapy

‍ ‍ ‍ Family Medical Leave

Paid Parental Leave (4 weeks)

Maternity benefits utilizing company paid STD, plus Parental Leave (4 weeks) to provide time for recovery, baby bonding, and enjoying your family time.

Bereavement Leave

401(k) Retirement Plan with a generous match per pay period

Student Loan Payment Match

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Pay Range


USD $50,000.00 - USD $72,000.00 /Yr.