The TripActions Enterprise service support team is seeking a Manager of Travel Experience to join our growing team. This role provides leadership and operational oversight of the Travel Experience team who supports the end users / employees of our corporate customers responding to customers 24x7.
Our Enterprise team supports our managed travel program corporate clients that adhere to booking policies, risk management practices and other required operational processes.
What You’ll Do :
Conduct regular 1 : 1 meetings and formal reviews with team members to monitor progress, set expectations, and coach and develop employee skills including the creation and tracking of career maps
Provide performance feedback continually to encourage desired behaviors in line with corporate goals and perform quality assurance checks on calls and chats
Manage escalations that occur and own customer issues through to completion
Develop processes to ensure recovery from the most common service issues
Share best practices with team members to enhance the quality and efficiency of Customer Support and contribute to the Knowledge Base
Monitor Call Queues and SLA's to ensure appropriate adherence and achievement of goals - report on weekly and monthly performance of the operation and, specifically, your team
Travel Industry knowledge & experience
Working knowledge of SABRE GDS and online / offline Travel operational processes
Knowledge of, and familiarity with, CRM applications (e.g. Salesforce, ZenDesk, HelpScout, etc)
Knowledge of, and familiarity with, cloud-based help desk applications (e.g. Five9, Freshdesk, Aspect, Calabrio, PureCloud, etc)
Business Data Analytics experience; interpreting service level data to report results and areas of opportunity. Familiarity or interest in learning Data reporting tools like Tableau, Holistics
When problems arise, perform root cause analysis to develop permanent corrective actions to improve process where needed
Screen for and interview new hires as we scale our support organization
Provide input for the New Hire Training Program and ensure effective execution for modules delivered by support
Ability to work closely with client support and customer success on process improvement, implementation and training.
Work with L&D to implement training and onboarding of new enterprise agents.
This position will be an in-office position at our Lisbon office.
What We’re Looking For :
5+ years progressive leadership experience in a contact support center environment, ie Agent ->
Supervisor
1-3 years contact support center experience at the manager level (managing team leads, supervisors and managers)
Travel Industry knowledge & experience
Working knowledge of SABRE and / or AMADEUS GDS and online / offline Travel operational processes
Customer-Centric : The customer is at the forefront of everything we do you must live and breathe customer support and promote high customer engagement through all interactions
Ability to build relationships and motivate people and teams
Proven mentor and motivator with a clear understanding of the support requirements, customer base, and challenges facing a fast-growing company.
Excellent organizational skills & interpersonal skills.
Excellent written and verbal communication skills, presentation and facilitation skills
Ability to work independently and effectively as part of a team
Business analytics - should be able to provide a data-driven approach for operational challenges and strategies.
Degree preferred
COVID-19 Vaccine Policy - US ONLY
To support the health and safety of our teams and work spaces, we require employees to be fully vaccinated against COVID-19 or to have received an approved accommodation based on medical condition or sincerely held religious belief or practice.
Please let us know if you’d like to discuss the policy or available accommodations before proceeding with our recruitment process.
