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Travel Jobs
Title Travel Operations Director
CategoriesTravel Jobs
LocationMid-West USA
Job Information

A growing mid-west travel management company is looking for a Travel Operations Director to lead our business travel team.  This is a remote position which requires a minimum of 50% travel to support a virtual organization.  Contact Center leadership experience is key to this position.

Job Summary:

This leader will be responsible for a seventy (70) person customer contact team spread throughout the United States and Canada.  They will need to foster a positive and professional work environment through servant leadership and manage a remote staff through effective communications and standards enforcement.

 Job Specific Essential Duties and Responsibilities:

  • Provide reporting, analytics and data analysis to organization regarding travel operations
  • Works directly with account management to manage customer relationships and deliver on contractual obligations.
  • Manages the performance of direct reports (Travel Supervisors) and down line team members (Corporate Travel Consultants).
  • Ensures proper human resources and company processes and policies are followed.
  • Effectively manages and controls expenses, sets and monitors performance to budget. Ensures proper allocation of expenses on monthly financial reports.
  • Manages change through the development, support, and/or coordination of new process/procedures.
  • Implements company standard operating procedures.
  • Delivers results in all goal areas.
  • Implements continuous process improvement throughout the operation.
  • Meets/exceeds profit and loss targets. Maximizes profitability while minimizing costs.
  • Meet and exceed customer expectations by managing customer service to agreed upon levels related to telephone, email, quality, and productivity and by providing value added solutions and recommendations.

Skills/Qualifications:

  • Bachelor’s degree or business experience equivalent
  • Minimum of five (5) years customer contact center experience (voice, email, chat).
  • Minimum of two (2) years leadership experience
  • Previous experience with ACD reporting and administration experience desired
  • Travel industry experience desired
  • Change management skills preferred
  • Demonstrated Project Management experience
  • Demonstrated ability to implement structure in an unstructured space
  • Knowledge of word processing, spreadsheets, presentation, and email software, Microsoft Office applications
  • Demonstrated strong analytical and reporting skills
Apply Now

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