BCD Travel Travel Operations Supervisor in Virginia Beach, Virginia

Travel Operations Supervisor

Requisition #: USA-NA-12747

Position Type: Full Time - Regular

Work Countries:

United States

Work Cities: Akron OH-US

Alpharetta GA-US

Atlanta GA-US

Baton Rouge LA-US

Baltimore MD-US

Battle Creek MI-US

Bethesda MD-US

Beverly Hills CA-US

Birmingham AL-US

Boise ID-US

Boston MA-US

Broomfield CO-US

Brentwood TN-US

Bridgewater NJ-US

Butte MT-US

Burbank CA-US

Cambridge MA-US

Canton OH-US

Chattanooga TN-US

Charlotte NC-US

Chicago IL-US

Chandler AZ-US

Cincinnati OH-US

Cleveland OH-US

Columbia MD-US

Columbus OH-US

Dayton OH-US

Dallas TX-US

Deerfield IL-US

Deerfield Beach FL-US

Dearborn MI-US

Denver CO-US

Durham NC-US

Dublin CA-US

Dublin OH-US

Dulles VA-US

Falls Church VA-US

Federal Way WA-US

Fort Worth TX-US

Foster City CA-US

Ft Lauderdale FL-US

Glendale CA-US

Groton CT-US

Greer SC-US

Hartford CT-US

Herndon VA-US

Hollywood CA-US

Holland MI-US

Houston TX-US

Indianapolis IN-US

Irvine CA-US

Irving TX-US

Jacksonville FL-US

Jackson MS-US

Kansas City MO-US

Laurel MD-US

La Crosse WI-US

Lake Forest IL-US

Lincoln AL-US

Louisville KY-US

Los Angeles CA-US

Merrimack NH-US

Memphis TN-US

Midland MI-US

Milwaukee WI-US

Miamisburg OH-US

Miami FL-US

Minneapolis MN-US

Montvale NJ-US

Marysville OH-US

Nashville TN-US

New York NY-US

Newton IA-US

Oak Ridge TN-US

Orlando FL-US

Pasadena CA-US

Palo Alto CA-US

Peachtree City GA-US

Phoenix AZ-US

Pittsburgh PA-US

Plano TX-US

Portland ME-US

Providence RI-US

Provo UT-US

Redwood City CA-US

Richardson TX-US

Rockville MD-US

Santa Clara CA-US

San Clemente CA-US

San Jose CA-US

San Diego CA-US

Scottsdale AZ-US

San Francisco CA-US

Southfield MI-US

Springdale AR-US

Stamford CT-US

St. Petersburg FL-US

Sunnyvale CA-US

Tampa FL-US

Tempe AZ-US

Torrance CA-US

Tucson AZ-US

Tualitin OR-US

Waltham MA-US

Washington DC-US

Westwood MA-US

Wichita KS-US

Wilmington DE-US

Auburn Hills MI-US

Austin TX-US

Barberton OH-US

Beaverton OR-US

Beloit WI-US

Benton Harbor MI-US

Berkeley CA-US

Carlsbad CA-US

Centennial CO-US

Clinton NJ-US

Des Plaines IL-US

Dundee MI-US

E. Cleveland OH-US

El Segundo CA-US

Elgin IL-US

Fairhaven MA-US

Franklin KY-US

Frederick MD-US

Fullerton CA-US

Gilbert AZ-US

Glenview IL-US

Golden CO-US

Grapevine TX-US

Greensboro NC-US

Holland OH-US

Jackson WY-US

Jasper IN-US

Joliet IL-US

Kalamazoo MI-US

Kingsport TN-US

Lakewood CO-US

Las Vegas NV-US

Layfayette IN-US

Lincoln NE-US

Lisle IL-US

Long Beach CA-US

Lynchburg VA-US

Marietta GA-US

Melbourne FL-US

Middlebury CT-US

Moorseville NC-US

Morristown NJ-US

Muncie IN-US

Naperville IL-US

Newport Beach CA-US

New London CT-US

Newark NJ-US

New Albany OH-US

Newtown Square PA-US

North Palm Beach FL-US

Nutley NJ-US

Oklahoma City OK-US

Owning Mills MD-US

Palm Beach Gardens FL-US

Palatine IL-US

Peoria IL-US

Philadelphia PA-US

Pierre SD-US

Pine Brook NJ-US

Piscataway NJ-US

Portland OR-US

Purchase NY-US

Raleigh NC-US

Raymond OH-US

Redlands CA-US

Research Triangle Park NC-US

Ridgeway WV-US

Rockland MA-US

Rochester Hills MI-US

Rochester NY-US

Roseville CA-US

Santa Ana CA-US

Sandston VA-US

Savannah GA-US

Shadeland IN-US

Somers NY-US

South San Francisco CA-US

South Brunswick NJ-US

Stratham NH-US

Sugar Land TX-US

Swiftwater PA-US

Tarrytown NY-US

Taunton MA-US

West Hollywood CA-US

Wilsonville OR-US

Woodbridge NJ-US

York PA-US

Daytona Beach FL-US

Middletown CT-US

Virtual US

Woburn MA-US

Santa Cruz CA-US

Collegeville PA-US

Weehawken NJ-US

Vista CA-US

Sausalito CA-US

Vance AL-US

Farmington Hills MI-US

Madison Heights MI-US

Montpelier VT-US

Webster NY-US

Pennington NJ-US

Franklinton NC-US

Clayton MO-US

Evanston IL-US

Frazer PA-US

Santa Fe NM-US

Warrenville IL-US

San Mateo CA-US

New Berlin WI-US

Hialeah FL-US

Redondo Beach CA-US

Alviso CA-US

Franklin TN-US

Jupiter FL-US

Littleton CO-US

San Antonio TX-US

St. Louis MO-US

Northbrook IL-US

Bozeman MT-US

Downers Grove IL-US

New Stanton PA-US

South Jordan UT-US

Parsippany NJ-US

Fremont CA-US

Redwood Shores

Oakland CA-US

Missoula MT-US

Salt Lake City

Bismarck

Job Description:

Where will your career take you?

We're not just any travel management company.

We help clients travel smart and achieve more.

Travel Operations Supervisor

Job Summary:

The Supervisor - Travel Operations is responsible for day-to-day management of a travel consultant team, including managing key performance indicators (KPI), workload, providing assistance and coaching.

The Supervisor - Travel Operations is this primary point of contact for the team members and actively coaches and develops the team to meet and exceed all performance targets.

This position demonstrates an extensive understanding and applicability of all areas in the travel industry. Works independently on requests as assigned and takes the initiative to provide assistance.

Sabre GDS experience required.

This position is eligible for work from home option.

Job Specific Essential Duties & Responsibilities:

Handle Incoming Requests

• Expertly use the appropriate the BCD Travel tools and systems to complete requests

• Search and confirm travel reservations for the customer

• Strong understanding of a client travel policy and can appropriately guide and consistently provide consultation to the customer

• Provide travel offers and general travel advice to travelers

• Responds to requests accurately and completely

• Excellent knowledge and application of travel supplier rules

• Maintains, actively communicates and seeks expansion of current knowledge of the state of the various travel industries supported

• Provides the customer with the required industry information, such as low fares, exchange costs and penalties

• Can fulfill all requests regarding necessary regulations (DOT, TSA, passports, visas, etc.)

• Supports BCD Travel and client driven initiatives

Problem Solving

• Appropriately responds and resolves customers inquiries

• Anticipates and provides assistance on potential challenges that may arise for the customer

• Performs follow-up as needed and within the time frame promised to the customer

• Proactively provides feedback to management to avoid future customer issues

• Accurately logs the complaint in the BCD Travel systems

• Appropriately displays empathy and acknowledging statements to diffuse emotion during adversity

• Responds and follows through on customer inquiries and complaints received directly or from upper management (Account or Operational)

• Anticipate potential issues and work to proactively resolve them

• Review team issues, determine root causes, alternative solutions and provide feedback to the individual and the team

Quality

• Consistently exceeds individual goals

• Monitors global distribution systems (GDS) queues daily to maintain quality control

• Effectively uses the telephone systems

• Consistently follows BCD Travel guidelines

• Researches errors to determine the root cause, recommends and executes solutions

• Monitors and provides feedback on errors made by the team

Service Excellence

• Responds to the customer promptly

• Always provides the customer his/her undivided attention to the request

• Always listens, does not ask the customer to repeat information he/she already provided and applies the information to the inquiry

• Responds appropriately

• Asks questions targeted to encourage complete responses

• Creates rapport with the customer, by showing interest, having a friendly tone of voice, using the customer's name appropriately and making the most of small talk

• Matches the customer's tone and pace as appropriate

• Keeps the interaction moving forward

• Offers suggestions to the customer and anticipates needs

• Is mindful of the client service level agreement in all transactions

Teamwork

• Seeks opportunities to review operational processes and the commercial relationship with customer and provides suggestions for improvement

• Volunteers for additional administrative tasks

• Always searches for opportunities to move market share to BCD Travel preferred suppliers

• Seeks opportunities to helps team members

• Provides a team of travel consultants feedback, including responding to questions, providing direction and feedback

• Ensures team members are kept up to date with new policies, procedures and announcements

• Oversees and assists the team members in balancing priorities and managing their workload so team KPIs are consistently achieved

• Works with performance data to maximum the effectiveness and efficiency of the team

• Creates a positive work environment

• Assists in the hiring and on-boarding of new employees

Communication

• Uses positive language and word choices to avoid negative reactions

• Avoids jargon or clichés

• Matches tone and pace in all interactions

• Applies proper communication guidelines (clear, concise and personal) to interactions

• Uses correct grammar in interactions

General Management Responsibilities

• Manages all key performance metrics evaluating or implementing and reviewing measurements, coaching and continuous improvement

• Responsible for all assigned administrative tasks

• Leads change efforts, providing information and communication

• Delegates work to others for improved results and individual growth as applicable

Administrative Tasks

• Performs quality management such as error management

• Completes administrative tasks as assigned

• Assists or oversees testing or researching root causes and develops suggestions for improvement

• Assists in projects as assigned (ex: implementations)

• Attend scheduled meetings or calls as assigned

• Conducts meetings and training sessions as appropriate

• Aids in Disaster Recovery plans and efforts

• Manages day-to-day needs of the team and provides assistance and direction

Education / Knowledge / Experience:

Essential

• Bachelor degree, or equivalent work experience

• Minimum of 3-5 plus years experience in the corporate travel management industry

• Solid working knowledge of the travel industry, policies, procedures and processes

• Advanced skills on Sabre GDS

• Strong verbal and written communication skills in designated languages

• Proven ability to handle multiple priorities simultaneously

• Ability to work flexible hours

• Ability to work independently, exercising discretion and judgment

• Demonstrated excellent professional customer service and problem resolution skills

• Strong problem solving and/or critical thinking skills

Preferred

• Proficiency in Microsoft Office applications

• Demonstrated internet research skills for customer information

• Degree in tourism-related field

Field of Interest Category: Travel Operations

Shift:

Percent of Travel: 0%

Relocation: No

Languages Required: