World Travel

Manager

• Lead a team of Travel Consultants in a corporate environment
• Provide ideal customer service to World Travel Inc.'s clients
• Attract, motivate, retain, coach and mentor employees
• Support employee development and career growth
• Manage daily team performance and business operations
• Ensure quality work, productive consultants, optimal customer service and maximum reservation value
• Follow company SOPs and exceed internal and contracted SLAs
• Ensure optimal UT usage
• Serve as key operational support contact for accounts
• Work with training to support continued employee development
• Partner with senior leadership to meet KPIs, including year-over-year productivity, SLA performance, client satisfaction, business growth, and employee development
• Communicate daily briefings, weekly team meetings, monthly individual meetings, and monthly team results and goal performance
• Manage staff schedules, shift coverage, ADP, and overtime
• Manage the issue resolution log
• Communicate proactively about increased call volume due to unforeseen industry situations
• Meet regularly with account management to review account trends and performance
• Assist the team with reservations
• Develop operational workflows and responsibilities for efficient, error-free reservation fulfillment
• Establish individual and team performance metrics
• Participate in implementation processes to support successful new-business go-live

Team Manager

Consultant

• Arrange simple and complex domestic and international reservations for university-centric clients, including air, car, hotel, limousine, rail, and other ground transportation services
• Advise travelers on applicable travel requirements, including visas, passports, and ancillary costs
• Receive incoming phone calls, emails, and registration forms to complete travel requests
• Manage traveler profiles and queues
• Apply unused tickets on file to reservations to maximize client savings
• Use current technology and automation to perform the job effectively
• Follow company procedures, guidelines, standards, and best practices to secure the lowest logical fares and accommodations
• Research and resolve enroute traveler service concerns in a timely manner
• Apply client travel policies, guidelines, authorization requirements, and procedures
• Foster productive client relationships and provide excellent client service
• Handle multiple assignments and respond quickly to changing business needs
• Take initiative and solve problems
• Interact professionally with clients, employees, and colleagues
• Participate in disaster or emergency recovery events to ensure client needs are met
• Attend staff and training meetings for industry, office procedure, and company updates
• Report to the Manager, Operations; collaborate within the Operations team