Job description
CI Azumano Travel is Seneca Holdings' full-service travel management company for businesses, governments, and personal travelers. We offer 24/7 support for travelers while also supporting customers with travel expense management, policy implementation, technology solutions, business intelligence tools, and vendor negotiations. CI Azumano Travel is seeking an Operations Supervisor to support our team. The Operations Supervisor leads and develops travel consultants in delivering travel agency operational services at agreed service levels consistent with company standards while optimizing performance. Roles and Responsibilities include, but are not limited to: - Supervise assigned travel consultants creating a cohesive team culture and developing them into strong travel consulting professionals with a focus on improvement of KPIs, performance monitoring, training, coaching and scheduling. - Ensure service level requirements with real-time management of phones, emails and queues; make staff adjustments to adapt to unexpected volume spikes. - Serve as coach and professional development resource for travel consultants on the team, to include encouraging directed and ongoing individual technical skills and customer service skills development. - Perform as subject-matter expert on specific government contracts for requirements, provisions and other service details. - Work under the direction and guidance of the Operations Manager to monitor individual and team performance goals. - Serve as a SME when working with development, implementation and technology. - Serve as a coach to travel consultants to include providing constructive feedback of monitored calls, skill development based on demonstrated and observed performance. - Strong understanding and application of client policies and processes, determining the impact to the operation team as changes are implemented. - Use industry knowledge to provide direction on best-practices, identify and implementation of operational improvements. - Oversee, provide guidance on review of current work processes, procedures and policies, seeking efficiencies and effectiveness improvements making sure company objectives are met. - Lead the team in error reduction efforts, providing direction, measurement and reviews of progress against goals.