Supervisor - Corporate Travel Services

CI Azumano Travel is Seneca Holdings' full-service travel management company for businesses, governments, and personal travelers. We offer 24/7 support for travelers while also supporting customers with travel expense management, policy implementation, technology solutions, business intelligence tools, and vendor negotiations.

Our team of talented individuals is what makes us successful. To support our team, we provide a balanced mix of benefits and programs. Your total rewards package includes competitive pay, benefits, and perks, flexible work-life balance, professional development opportunities, and performance and recognition programs. We offer a comprehensive benefits package that includes medical, dental, vision, life, and disability, voluntary benefit programs (critical illness, hospital, and accident), health savings and flexible spending accounts, and retirement 401K plan. One of our fundamental principles is to offer competitive health and welfare benefits to our team members, providing coverage and care for you and your family. Full-time employees working at least 30 hours a week on a regular basis are eligible to participate in our benefits and paid leave programs. We pride ourselves on our collaborative work environment and culture, which embraces our mission of providing financial and non-financial benefits back to the members of the Seneca Nation.

CI Azumano is seeking a Supervisor, Corporate Travel Services. This is a remote position.

The Supervisor, Corporate Travel Services serves as the primary supervisor and first-line technical resource for corporate travel consultants. Acting as the subject-matter expert (SME) for assigned corporate accounts, the supervisor must be thoroughly familiar with all contractual requirements, service provisions, and operational details. This role fosters a cohesive team culture and supports the professional development of travel consultants, ensuring high-quality service delivery and operational excellence.

Roles and Responsibilities include, but are not limited to:

Team Performance & Goal Setting

• Collaborate with the Manager of Operations to:
• Establish individual and team performance goals.
• Develop and maintain systems for tracking and reporting performance metrics and goal achievement.

Training & Technical Support

• Act as an on-site trainer and problem-solving resource for team members handling complex or unfamiliar travel scenarios.
• Provide hands-on support and guidance to ensure consistent service quality.

Customer Service & Call Management

• Answer customer calls as needed to support service continuity and quality.
• Monitor real-time Telephone Service Factors (TSF) to ensure team compliance with service level standards.

Subject-Matter Expertise

• Serve as a technical SME for the Corporate Department.
• Partner with the Client Development team to support implementation of new client service programs.

Tools & Resources

• Research and recommend cost-effective tools and resources to enhance team performance.
• Develop and execute implementation plans for approved tools.

Scheduling & Coverage

• Create and manage weekly/monthly work schedules to ensure adequate telephone coverage for assigned accounts and contracts.

Team Development & Evaluation

• Work with the Manager of Operations to assess individual team member strengths and challenges.
• Use assessments to guide professional development and improve overall team capability.

Professional Growth

• Pursue ongoing professional development through:
• Mentorship activities.
• Accredited travel certification programs.
• Training in customer care, leadership, and travel industry best practices.

Coaching & Feedback

• Provide coaching and development support to travel consultants, including:
• Constructive feedback based on monitored calls.
• Encouragement of targeted skill development in technical and customer service areas.

Supervisory Oversight

• Maintain awareness of situations requiring supervisory intervention.
• Document and manage records of interventions related to service delivery, performance, or product issues.

Performance Assessment

• Deliver ongoing written evaluations of team member performance.
• Provide quarterly feedback and contribute to annual performance reviews.

Basic Qualifications

• 5 years Travel Account Management experience and 3+ years of Supervisory experience
• Strong understanding of financial travel program drivers
• Strong written and verbal communication skills
• Ability to travel 30% of time.

Desired Skills:

• College degree preferred