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Overview
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. Click here for more information about Altour.
Responsibilities
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
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 knowledge of international travel
Excellent written and verbal skills
Ability to present material to groups of various sizes
Ability to craft compelling written and oral communication pieces for internal/external clients and staff
Exceptional attention to detail
Strong Microsoft office skills (word, excel)
Ability to complete simple analysis
Build/utilize simple spreadsheets/word documents
Leadership Abilities:
Has strong understanding of own skill set and development opportunities
Self-starter, takes ownership for own work, consistently meets deadlines
Comes prepared to meetings and participates appropriately
Strong understanding of the organizational road map
Develops strong relationships and partnerships with key departmental contacts
Demonstrates strong change management skills, ability to understand and contribute to the formulation of strategic decisions and support them
Demonstrates exceptional teamwork
Proactively offers support when ability matches need/reaches out across teams and departments
Shares best practices and ideas with peers and leaders
Utilizes Reward-A-Leaders system to recognize others
Consistently demonstrates mastery of the guiding principles in daily work habits
Ability to provide constructive feedback to agents, peers, and leaders when appropriate
Demonstrates high level decision making skills
Solutions oriented
Proactively anticipates potential issues and problems, takes steps to mitigate
Thinks creatively to find best/appropriate solution to difficult problems
Able to support peers in decision making
Knows when to escalate to a leader
Demonstrates strong conflict resolution skills
PAY AND BENEFITS
Our benefit offerings include choice of two medical plans and two dental plans, vision insurance, flexible spending accounts (FSAs), company-paid life insurance and AD&D, optional additional life insurance and AD&D, disability insurance, paid parental leave, paid time off, 401k Plan with company match, discounted employee travel options, access to LinkedIn Learning webinars and courses. Discounted pet insurance and auto, home, & renters insurance.
The salary range on this job posting/advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas. Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay. The salary range posted represents the pay range for U.S. candidates. If the job posting indicates that the role is available for international candidate consideration, the salary range will be based on the local market for the country where the candidate would be working.
This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.
Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.
