Group Travel Contact Center Supervisor (Administrative)

If you're an experienced group travel professional with top-notch leadership skills, this role is your next great move. As Group Travel Contact Center Supervisor, you'll guide a team of Travel Consultants, manage group bookings, and work directly with clients to ensure flawless execution of group programs. You'll handle everything from air costing to on-site support while coaching your team to exceed performance goals. Experience booking and managing group travel is required.

Step into a role where leadership meets client care—and where your expertise truly makes a difference.

RESPONSIBILITIES:  

• Provides support and guidance to Travel Consultants while building strong relationships with the program managers and keeps them updated and advises of any fares that are over the program budget to be approved. 
• Assists Manager with client-level support including implementation, onboarding and routine escalations.
• Interfaces Program Directors as assigned and works to build customer relationships with all client contacts including VIP clients.  
• Ensures effective tracking of group flights on arrival and departure travel dates.
• Provides on-site support when requested by the client.
• Requests and manages deadlines for Airline Group Block Space and ticketing.
• Produces Air City Surveys/Air Costing for clients.
• Responsible and accountable for the daily operation and the performance of a team of travel consultants to meet and exceed operational performance goals.  
• Supervises, trains, and motivates staff; ensures individual and team performance to goals, service level agreements and quality metrics in compliance with client and Company expectations.
• Monitors/observes service contacts and activities to provide timely coaching to staff to improve effectiveness and productivity.
• Conducts regular 1:1 feedback to associates, documenting conversations and efforts. Refers situations requiring escalation to the Manager as appropriate.
• Participates in performance management processes including goal creation and monitoring, documentation of both positive and constructive coaching efforts and assists with preparation of associate performance reviews.
• Assists with recruitment programs and interviewing/selection process and participates in the onboarding of new team members. 
• Delivers/participates in product, process and service training.  
• Tracks and reports metrics, KPIs, and data as required by leadership.  
• Works collaboratively with peers, colleagues, and leadership across the organization to effectively implement new programs, achieve strategic business plans and improve business performance; contributes to special projects.
• Proactively engages associates to build positive morale; fosters a fun and productive environment.
• Maintains an active expert level awareness of Company policies, security protocols, compliance requirements and HR requirements as it relates to managing associate groups. 
• Approaches supervision with professionalism and leads by example at all times.
• Interfaces with Workforce Management to address scheduling and adherence issues, schedule meetings and coaching sessions, facilitate or approve time off or shift requests and otherwise ensure the efficient management of the team's activities. 
• Proactively and consistently contributes to Company knowledge management.
• Ensures the adoption of all Company security policies and protocols within the team.
• Responds to client contacts as required based on the needs of the business.
• Performs other duties as assigned.

QUALIFICATIONS/SKILLS: 

• EDUCATION: High School or GED or equivalent contact center operations experience.
• EXPERIENCE:  3-5 years prior experience in a corporate travel consultant role required, with successful track record as a Lead Consultant strongly preferred; must demonstrate proficiency with all industry and company terms and practices meeting or exceeding performance standards and metrics, and the ability to consistently handle complex transactions across client groups. Experience booking and managing group travel is required.
• TECHNICAL/COMPUTER: Solid digital literacy with common business tools including internet, chat and email.  Strong working knowledge and skills of one or more GDS systems and other travel and contact center systems and tools.
• LEADERSHIP: Demonstrated ability to coach and lead others is required , as evidenced by prior leadership experience or through serving as an informal leader or “go to” person on a team,  Experience in handling personnel-related issues through direct supervisory/management experience preferred.
• COMMUNICATION:  Communicates effectively and professionally with associates, team members, leadership and clients.  Demonstrates active listening and employs professionalism when sharing information.  Writes clear and concise emails and written communications.  Shows appropriate empathy and creates an environment of trust through communication style.
• COACHING:  Ability to effectively manage personnel and use appropriate feedback and performance correction techniques to develop personnel; administers performance management process correctly.
• ANALYTICAL SKILLS: Ability to analyze statistical performance and operational data, develop management summary reports and proactively develop action plans.
• FUNCTIONAL KNOWLEDGE: Working knowledge of the corporate travel industry, contact center operations, and key performance metrics.
• OTHER KEY SKILLS:
  • Ethics
  • Accountability
  • Relationship Building
  • Detail and Process Orientation
  • Client Service Focus
  • Emotional Regulation
  • Problem Solving

WORK LOCATION:

• The ideal candidate would be local to or within easy distance of our Duluth, Georgia office as this is a hybrid position.  

WHAT WE OFFER: 

At Travel Incorporated, you'll be part of an established and well-respected company that provides the absolute best service to our customers. In addition, we are forward-thinking and have stayed ahead of the curve in our industry through innovation, technology and constant process improvement. We offer a comprehensive benefits package. Learn more about our business and culture by visiting www.travelinc.com.

Travel Incorporated is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation gender identity, national origin, disability or veteran status. Individuals with disabilities who require accommodation or assistance to complete any portion of the inquiry, application or selection process may contact Human Resources at hr@travelinc.com.
 

Connecting innovative technology with superior service to advance business travel