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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing a travel agent team, focusing on coaching, performance optimization, and strategic planning to enhance customer service and operational efficiency. Proficient in utilizing KPIs to drive client satisfaction and business profitability while fostering effective communication and collaboration across departments.
Highest-signal resume keywords
Travel Industry ExperienceCustomer Service ManagementProficient in Sabre GDSStrong Microsoft Office SkillsChange Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ServiceProcess ImprovementData AnalysisPerformance MonitoringKPI UtilizationSchedulingPayroll FunctionsConflict ResolutionFeedback DeliveryOperational Efficiency
Soft Skills
LeadershipCoachingCommunicationProblem-SolvingAttention to Detail
Industry Keywords
Travel ManagementClient SatisfactionOperational ConsistencyService-Level ManagementInternational Travel
About the role
Key responsibilities & impact- Provide direct leadership to a travel agent team
- Coach and develop agents to achieve optimum performance
- Support development and implementation of strategic plans to drive customer service, operational consistency, and efficiency
- Support client satisfaction, retention, and business profitability objectives using KPIs and department goals
- Provide day-to-day guidance to agents within the span of control
- Identify team strengths, development opportunities, and top talent
- Develop plans to drive results and monitor success measurements
- Provide timely positive and constructive feedback through one-on-ones, team meetings, and other communications
- Complete HR interactions and payroll functions as needed
- Communicate departmental vision and mission to team members
- Work with the Workforce Analyst to develop schedules, monitor attendance, and align time for non-phone work and coaching
- Mitigate expenses caused by quality errors
- Review customer service reports, analyze issues, and identify trends
- Support service-level management through daily huddles and planning sessions
- Review exception time-off requests with the Workforce Manager
- Monitor overtime and coordinate schedules and staffing to reduce overtime expense
- Monitor write-offs and payouts and create strategies to mitigate payout risks
- Review agent productivity measures and develop process-improvement plans
- Work with the Director of Service Delivery and Account Management on client programs
- Serve as primary contact for day-to-day operational questions from internal and external clients
- Collaborate with ALTOUR departments to ensure client-program success
Requirements
What you’ll need- 5-7 years’ experience in the travel industry
- 5-7 years’ customer service experience
- Ability to relate to and understand agent and supervisor roles
- Ability to respond to high level escalated customer service issues
- Ability to identify root cause and create process improvements
- Ability to interface with the Travel Manager and Account Managers
- 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 communications for internal/external clients and staff
- Exceptional attention to detail
- Strong Microsoft Office skills, including Word and Excel
- Ability to complete simple analysis
- Ability to build and utilize simple spreadsheets and Word documents
- Strong change management, decision-making, conflict resolution, and problem-solving skills
- Ability to provide constructive feedback
- Ability to anticipate and mitigate potential issues
- Ability to support peers in decision-making and know when to escalate
Benefits
Comp & perks- Choice of two medical plans
- 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
- Discounted auto, home, & renters insurance
- May be eligible for an incentive, commission, bonus, or discretionary bonus program based on company financial goal achievement and individual performance