Operations Manager, Travel Management

Manager Operations

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 Operations to motivate and manage Travel Consultants, resolve issues from clients, and conduct research into various items, in collaboration with other internal departments. Responsibilities also include, but are not limited to, overseeing the prompt answering of phones and emails, assisting with payroll transactions, and training new agents and current agents on current and new procedures.

Essential Duties And Responsibilities

• Provide day-to-day leadership of a team of 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. Develop, mentor, and lead employees to foster an environment of teamwork and accountability. Provide constructive feedback and identify areas of improvement for team and work to develop objectives to meet these needs.
• Conduct weekly individual and team meetings. Conduct performance appraisals and disciplinary documentation on team, in accordance with HR policies and procedures. Participate in the recruiting process by interviewing and selecting new agents.
• Utilize various applications, including GDS, online booking tools, and various internal applications. Participate in ongoing training to continuously build knowledge and skills in the industry.
• Represent ADTRAV by embracing the company values and maintaining effective working relationships with employees, partners, vendors, and clients. Adhere to company policies and procedures. Other duties as assigned.

Qualifications

• High school diploma or equivalent required.
• At least 5 years of travel consultant/travel agent experience, preferably in a call center environment.
• 2+ years’ experience managing a team.
• Experience booking travel for corporate clients preferred.
• Strong knowledge of Sabre GDS required. Knowledge of Amadeus a plus.
• Working knowledge and proficiency in Fly America, Open Skies and federal travel regulations.
• Experience booking international travel with geographical and rate structures.
• Strong computer and typing skills, which includes the ability to navigate quickly between programs and using shortcut keys. Demonstrated experience learning and using technology, and ability to use multiple applications and monitors at one time.
• Experience with Microsoft Office suite (Outlook, Word, Excel).
• Hands-on, highly organized and directed leader. Highly self-motivated leader, able to manage multiple tasks/responsibilities, both strategic and tactical, in a fast-paced environment and with minimal supervision.
• Analytic and decisive with ability to prioritize and communicate objectives. Exhibits leadership traits to motivate, communicate, and provide feedback. Exercises discretion and judgment when providing feedback, guidance, clarification, training, and disciplinary action.
• Excellent time-management and organizational skills, with a proven ability to meet deadlines and work well under pressure.
• Ability to communicate ideas and concepts clearly and concisely, while also being open to receive feedback and direction as needed.
• Able to work collaboratively with different departments, managers, and clients to execute business objectives.
• Highly proficient in business writing and able to format emails and communication with proper grammar and spelling. Excellent English written and verbal communication skills.
• Able to function in a high-paced and at times stressful environment.
• Strong attention to detail with emphasis on accuracy and quality.
• Able to present a professional and positive demeanor with internal and external customers/clients and work cooperatively.
• Ability to work remotely and meet the company home-office requirements.
• Able to sit and work at a computer for extended periods of time, without leaving the work area.
• Able to work a schedule between Monday-Friday, 7am-7pm CT, as well as after hours, weekends, and holidays as needed.
• Able to travel up to 15% as needed for client and company meetings.
• Able to maintain confidentiality of company and client information.
• Able to successfully pass a credit, criminal, and/or employment reference background check. Additional background checks and/or clearances may be required for specific clients.

The salary range for this position is $72,000-80,000 a year but consideration may be given outside of this range. Pay is based on management experience in a TMC and experience with corporate travel. ADTRAV offers a competitive benefits package that includes medical, dental, vision, life, disability, Flexible Spending Accounts, 401(k), and PTO.

ADTRAV Corporation an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Key skills/competency

• Leadership and Team Management
• Travel Operations Management
• Client Relationship Management
• Performance Monitoring (KPIs/SLAs)
• Process Improvement
• Training and Development
• Global Distribution System (GDS) Proficiency
• Corporate Travel Regulations
• Problem-Solving and Issue Resolution
• Communication and Interpersonal Skills