Ciazumano Operations Supervisor at CI Azumano leads and develops travel consultants to deliver travel agency operational services at agreed service levels. Oversees performance monitoring, training, coaching, and scheduling to optimize team output.
Responsibilities
Supervise assigned travel consultants creating a cohesive team culture
Develop travel consultants into strong professionals focusing on KPIs and performance
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
Perform as subject-matter expert on specific government contracts
Monitor individual and team performance goals under Operations Manager guidance
Serve as SME for development, implementation and technology
Provide constructive feedback and skill development based on monitored calls
Apply client policies and processes to operational team changes
Qualification
Communication skills
Required
Minimum of 5 years of managing travel services, specifically global travel
Extensive experience with service details, requirements and well-versed in government regulations including the FTR and JRT regulations and Fly America Act
Government travel experience to include global travel
Proven record of meeting and exceeding customer expectations by managing customer service to agreed SLA's related to telephone, quality, and productivity
Subject-matter expert for teams on technical and procedural subjects, government regulations, complex travel requests and assigned contract service details.
High school diploma or general education degree (GED); three to five years related experience and/or training; or equivalent combination of education and experience.
Proactive approach to systems and processes.
Ability to identify and correct issues before they become problems.
Focus on process improvement and key performance indicators.
Display initiative and ownership and capability of making sound judgements.
Positive role model for all staff and lead by example
