Ovation Travel Group Operations Supervisor in Remote, United States

Ovation Travel Group is an independently owned, $1.1 billion travel company with experienced travel professionals in more than 30 locations throughout the United States, and operating in 100+ countries globally. With over 600 employees, Ovation provides business travel services, bespoke luxury travel experiences and meeting and special events planning for over 700 professional organizations and over 200,000 travelers. For over 30 years, Ovation has provided seamless, cost-effective travel solutions to individual travelers and professional organizations in such industries as finance, law, technology, biotech, advertising, entertainment, consulting and other professional services firms.

The Operations Supervisor is responsible for the tactical operations, service delivery, staff development and oversight, training and implementation of standard operating procedures including best practices.

This is a virtual position with the hours of 12 - 9ET.

Maintain working environment conducive to teamwork:

  • Create an environment that provides daily learning experiences to enhance personal and professional development of all on-site travel consultants.

  • Back up reservations on an as needed basis.

  • Provide management with data as it relates to travel consultant productivity and performance.

  • Participate in the hire/selection process of new agents.

  • Ensure the successful orientation of new travel consultants.

  • Monitor effective workflow at both virtual and office locations

  • 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 TSF levels are being met.

  • Ensure quality processes and tools are incorporated into all daily activities.

  • Act consistently as role model, projecting a positive and professional demeanor.

  • 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 back-up agents.

  • Manage customer service issues to resolution including correspondence with vendors and/or travelers.

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

  • Identity team or individual training needs as necessary

  • Interface with Manager and Client Solutions team members.

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

  • Oversee mid-office (QCX) routines and ensure proper adherence.

  • Oversee all scripting duties to achieve point of sale workflow efficiencies.

  • Liaise with accounting for any ARC related matters.

  • Must demonstrate thorough knowledge of travel industry rules including strong Sabre proficiency.

  • Should have several years of previous experience as a corporate travel consultant.

  • At least 3 years recent experience as a supervisor.

  • Detailed knowledge of the workings of a travel office and the ability to lead and motivate subordinates.

  • Need to be flexible and able to multi-task.

  • Possess analytical skills

  • Able to work in highly demanding environment

ID: 2018-1788

External Company Name: Ovation Travel Group, Inc.

External Company URL: www.ovationtravel.com