Manager, Corporate

At 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.

Direct leadership of travel agent team. Provides coaching and development to optimum performance using all tools available. Supports the development and implementation strategic plans to drive the highest levels of customer service combined with operational consistency & efficiencies. Support client satisfaction, retention and business profitability objectives as measured by key performance indicators and department goals.

Responsibilities

People Leadership

• Provides day to day guidance to agent team within span of control
  • Ability to identify team strengths/development opportunities, identify top talent
  • Develops solid plans in place to plans in place to drive results
  • Monitors 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 required
• Completes HR interactions/functions as needed – including payroll functions.
• Clearly communicates the departmental vision and mission to all team members
• Works closely with Work Force Analyst to develop schedules, monitor attendance, align time for non-phone related work and coaching sessions

Quality, Expense Management and Productivity

• Works 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 expense
• Monitors 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 Satisfaction

• Works 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 clients
• Works closely with all ALTOUR internal departments to ensure client program success

Qualifications

• 5-7 years’ experience in the travel industry
  • Ability to relate to and understand agent and supervisor roles
• 5-7 years’ customer service experience
  • 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 Sabre GDS
• Strong…