Manager, Corporate Travel

OverviewAt ALTOUR, we believe people are the driving force behind every meaningful connection - our clients’ and our own. With more than 1,000 team members and a presence in over 80 countries, we are a globally recognized leader in corporate travel management and a proud division of Internova Travel Group, the highest-ranking American corporate travel management company (Business Travel News). Our mission is to manage the complexities of connecting people so they can represent their brands in the most impactful way possible. That same philosophy shapes our workplace culture, one that evolves, improves, and empowers our people to grow and thrive. We embrace innovation and leading-edge technology to create smarter, faster, and more tailored solutions - not just for our clients, but for each other. At ALTOUR, you’ll be part of a collaborative, forward-thinking environment where your voice matters and your success is a shared journey. Click here for more information about Altour. ALTOUR has an exciting opportunity for an experienced Manager to direct leadership of the travel agent team. This person will provided coaching and development to optimize performance using all tools available, support the development and implementation of strategic plans to drive the highest levels of customer service combined with operational consistency & efficiencies. This role will also support client satisfaction, retention and business profitability objectives as measured by key performance indicators and department goals. ResponsibilitiesPeople LeadershipProvides day-to-day guidance to agent team within span of control Ability to identify team strengths/development opportunities, identify top talentDevelops solid plans in place to plans in place to drive resultsMonitors success measurements frequently. Provides frequent and timely feedback through one on one interaction, team meetings, and other forms of communication for all direct reports Provides both positive and constructive feedback as requiredCompletes HR interactions/functions as needed – including payroll functions. Clearly communicates the departmental vision and mission to all team membersWorks closely with Work Force Analyst to develop schedules, monitor attendance, align time for non-phone related work and coaching sessionsQuality, Expense Management and ProductivityWorks to mitigate expense due to quality errors Reviews customer service reports monthly, completes appropriate analysis of issues, and works to quickly identify trends or issues within area of responsibility. Supports service level management through attendance at daily huddles and planning session. Reviews any exception time off requests with Work Force Manager. Closely monitors use of overtime, works with Work Force Management Team to align on optimal schedules and staffing requirements to reduce the need for overtime expenseMonitors all write offs and payouts, works closely with Director to create strategies to mitigate payout risks. Reviews agent productivity measures, offers suggestions and develops plans for process improvement as needed Client SatisfactionWorks closely with Director of Service Delivery and Account Management to support new and existing client programs. Acts as primary contact for day to day operational questions for internal and external clientsWorks closely with all Travel Leaders internal departments to ensure client program successQualificationsMinimum of 5 years’ experience in the travel industry, Ability to relate to and understand agent and supervisor rolesMinimum of 2 years in a supervisory role, experience may substitute for education. Ability to respond to high level escalated customer service issues.Ability to identify root cause, creating process improvement to have wider impact.Ability to interface with the Travel Manger and Account Managers and create meaningful internal and external partnerships.Proficient in designated GDSStrong knowledge of international travelExcellent written and verbal skills Ability to present material to groups of various sizesAbility to craft compelling written and oral communication pieces for internal/external clients and staffExceptional attention to detailStrong Microsoft office skills (word, excel) Ability to complete simple analysisBuild/utilize simple spreadsheets/word documents Leadership Abilities:Has strong understanding of own skill set and development opportunitiesSelf-starter, takes ownership for own work, consistently meets deadlines Comes prepared to meetings and participates appropriatelyStrong understanding of the organizational road mapDevelops strong relationships and partnerships with key departmental contactsDemonstrates strong change management skills, ability to understand and contribute to the formulation of strategic decisions and support themDemonstrates exceptional teamwork Proactively offers support when ability matches need/reaches out across teams and departmentsShares best practices and ideas with