Associate Manager Group Air Operations

ADTRAV Travel Management

18h•$60,000 - $65,000

About The Position

ADTRAV Travel Management, founded in 1977, has over four decades of experience in managing corporate, government, vacation, group, meetings, and incentive travel programs across the United States. We have experienced steady growth throughout our history and are currently ranked as one of the top business travel management companies in the country. ADTRAV is seeking an Associate Manager Group Air Operations to assist the manager in motivating and supervising Group Air Agents and resolves minor issues from clients. In addition, this position conducts research for payment changes. Responsibilities also include but are not limited to overseeing the prompt answering of emails/phones, reviewing time off requests, reviewing, and adjusting time punches, and training of agents on procedures and policies.

Requirements

High school diploma or equivalent required.
At least 5 years of travel consultant/travel agent/group air experience, preferably in a call center environment.
Strong knowledge of Sabre GDS.
Experience as a team lead or mentor.
Working knowledge and proficiency in Fly America Open Skies and federal travel regulations.
Experience booking international travel with geographical and rate structures.
Strong computer and typing skills, which includes the ability to navigate quickly between programs and using shortcut keys.
Demonstrated experience learning and using technology, and ability to use multiple applications and monitors at one time.
Experience with Microsoft Office suite (Outlook, Word, Excel).
Highly proficient in business writing and able to format emails and communication with proper grammar and spelling.
Excellent English written and verbal communication skills.
Strong attention to detail with emphasis on accuracy and quality.
Highly self-motivated and able to manage multiple tasks in a fast-paced environment and with minimal supervision.
Able to function in a high-paced and at times stressful environment.
Excellent time-management and organizational skills, with a proven ability to meet deadlines and work well under pressure.
Ability to communicate ideas and concepts clearly and concisely, while also being open to receive feedback and direction as needed.
Exhibits leadership traits to motivate, communicate, and provide feedback.
Exercises discretion and judgment when providing feedback, guidance, clarification, and training.
Able to present a professional and positive demeanor with internal and external customers/clients and work cooperatively.
Ability to work remotely and meet the company home-office requirements.
Able to sit and work at a computer for extended periods of time, without leaving the work area.
Able to work a schedule that falls between Monday-Friday, 7am-7pm CT, as well as after hours, weekends, and holidays as needed.
Able to maintain confidentiality of company and client information.
Able to successfully pass a credit, criminal, and/or employment reference background check.

Responsibilities

Work with the manager to supervise a team of agents who book worldwide travel on behalf of clients and ensure agents provide an excellent customer service experience in every interaction.
Assist the manager with the day-to-day operations of the department, including meeting departmental goals.
Research agent and client issues promptly by gathering information and then provide information to manager.
Assist the manager in monitoring email/call volume, ensuring agents are available to service clients.
Review turnover transaction rates and errors/write offs and work with manager to address with agents.
Monitor the pre/post trip reporting.
Assist the manager with payroll preparation activities to include reviewing time off requests and time punches.
Provide coaching and training to agents on how to service travelers and on policies and procedures of the company.
Monitor agent queues and manager dump queues.
Respond to client questions via email or phone in a timely manner.
Attend client meetings as requested and provide a recap of information discussed to the manager.
Oversee all itineraries by verifying reservations have all appropriate information and reviewing travel authorizations.
Ensure accuracy in agent bookings, including conducting testing of reservations and quality control prior to meeting launch.
Assist agents and Team Lead with troubleshooting booking and application/GDS issues.
Provide daily assistance to agents and group air coordinators. Answer questions in chat and email.
Utilize various applications, including GDS, online booking tools, and various internal applications.
Identify process and workflow efficiencies and provide recommendations to management on how to improve.
Be able to assist travelers and book itineraries as needed.
Attend all team meetings and conduct if needed by manager.
Review reporting as designated by the manager.
Understand ADTRAV products, systems, and processes to assist agents and clients.
Become knowledgeable in ADTRAV's industry and customer base.
Represent ADTRAV by embracing the company values and maintaining effective working relationships with employees, partners, vendors, and clients.
Adhere to company policies and procedures.
Other duties as assigned.