Supervisor Operations
As a leading provider of global corporate travel management,BCD Travel simplifies and streamlines the business of travel. This benefits ourclient's organization on every level: from the bottom line to the businesstraveler. BCD Travel operates in more than 90 countries, with US $17.2 billionin total sales and a combined worldwide workforce of 10,800. BCD Travel is aBCD Holdings N.V. company.
At BCD Travel, we employ the most talented professionals and invest insuperior resources and technologies to provide our clients with innovativeadvice and bottom line results. Thetalent of our extraordinary people and the culture and business approach wefoster, coupled with the exceptional, creative services we provide and theresults we deliver worldwide for owners, occupiers, and investors are whatreally distinguish BCD Travel from all other travel management firms.
BCD Travel is currently seekingqualified candidates for the following position in New York, NY: Supervisor Operations - Corporate Travel
GDS = SABRE
Job Summary:
Supervises a team of 2-20 employees in a corporate travel office by providing excellent client and employee support and exhibiting leadership in the areas of problem resolution, customer service, technology knowledge, and process / policy adherence.
Essential Duties and Responsibilities Include:
? Acts as the point person for the daily operations of assigned employees and accounts
? Responsible for providing proper staffing levels to meet or exceed contracted service levels
? Supervises the daily performance of direct reports, ensuring high levels of quality, productivity, customer service, and the meeting / exceeding of contractual obligations.
? Works closely with manager and client in developing department communication.
? Assists in recruiting and Interviewing employees to fill open requisitions
? Provides new hire orientation, employee training and development, and performance reviews.
? Responsible for approving timesheets and ensuring accurate reporting of data
? Responsible for approving time off for vacation and personal time in such a way to insure telephone service level
? Maintains and promotes professional and courteous client relations by identifying and promptly responding to all questions relating to the business.
? Assures timely maintenance of client profiles / information.
? Tracks customer feedback. Take action as appropriate.
? Completes specified reporting.
? Assumes office management responsibilities when required.
Travel Management Specific:
? Maintain client / vendor contractual information up to date, work with BCD Travel technology systems to maintain current
? Work closely with the office Workforce Specialist to ensure proper staffing and service levels
? Maintain travel data bases as required by client base
? Monitor team's preferred vendor agreements for air, car, and hotel, provide coaching and training as necessary to reach targets]
Supervisory Specific:
? Work with manager to determine goals and measurement tools for the team
? Monitor telephone calls according to office guidelines to monitor quality of call servicing, provide coaching to improve quality
? Track and distribute performance against established goals to employees on a routine basis, providing coaching and development as needed to improve quality
? Assists in employee recruiting and interviewing
? Training employee on company and account procedures
? Handles employee relations issues with the assistance of the manager and HR
? Writes and delivers employee counseling documents when necessary
? Maintain good morale and provide recognition to team
Qualifications:
? High school degree or equivalent
? Minimum of four (4) years of corporate travel agency experience in past 6 years
? Prior managerial experience of 1-2 years preferred
? Strong customer service skills
? Strong problem solving skills
? Proficiency in a specified airline reservation system.
? Knowledge of Internet search processes
? Knowledge of word processing, spreadsheets and email software.
? Ability to work nights and weekends when needed
*GDS = SABRE proficiency required*
We offer a competitive benefits and compensation package, including travel benefits. Please visit the Careers section of www.bcdtravel.com to learn more about this position.
