Operations Supervisor

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

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The Operations Supervisor is responsible for supervising the strategic operations of a team of Travel Consultants, who service various accounts across the Ovation Travel Group line of business. The Supervisor will be responsible for ensuring service delivery, staff development, oversight and training of Travel Consultants, and implementation of standard operating procedures.

This is a virtual, remote, work-from-home position. Qualified candidates should be available to work Monday-Friday, 8:30 am-9:00 pm ET, with a certain level of flexibility required for varying employee shifts.

Responsibilities:

* Maintain a working environment conducive to teamwork

* Create an environment that provides daily learning experiences to enhance the personal and professional development Travel Consultants

* Provide management with data as it relates to Travel Consultant productivity and performance

* Participate in the hiring process of new Travel Consultants

* Ensure the successful orientation of new Travel Consultants

* Monitor effective workflow of the group

* Work with Travel Consultants to set mutually beneficial goals to achieve maximum productivity and efficiencies

* Provide support and resources to assist Travel Consultants

* Monitor call flow to ensure SLA levels are being met

* Ensure quality processes and tools are incorporated into all daily activities

* Ensure effective communication of preferred supplier usage

* Identify vendor opportunities and communicate their possible development to management

* Understand and administer the specifics of all client contracts

* Resolve and report all client complaints to management

* Establish schedules for staff and procedures for backup agents

* Manage customer service issues to resolution, including correspondence with vendors and travelers

* Interface with Human Resources to resolve problems as they may arise

* Identify team or individual training needs as necessary

* Interface with management and Client Solutions team members

* Establish recurring meetings with staff to ensure consistency and continuity.

* Oversee workflow to ensure efficiencies

Qualifications:

* Must possess a thorough knowledge of travel industry rules, including strong Sabre proficiency

* Pervious experience as a corporate Travel Consultant

* At least 3 years of recent experience as a supervisor

* Strong knowledge of the workings of a travel office and the ability to lead and motivate subordinates

* Ability to be flexible and multi-task

* Solid analytical skills

* Able to work in a highly demanding environment

Location

The US national annual base salary range for this position is from $45,000 to $83,000. The national range provided includes the base salary that GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

In addition to base salary, this role is eligible for an annual Performance Based Incentive, which rewards participants based on company performance. For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• Wellbeing resources to support mental and emotional health for you and your immediate family.

• And much more!

All qualified applicants will receive equal consideration for employment without regard to age, gender identity (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, race, color, religion, creed, national origin, disability, veteran status, citizenship or marital status. It is our policy to maintain an equal-opportunity environment free from intimidation, harassment or bias for our candidates, colleagues, clients and suppliers.

We are committed to providing reasonable accommodation to individuals with disabilities. Please, let your recruiter know if you need an accommodation at any point during the hiring process. For more details, please consult GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!