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Role Description

CI Azumano is seeking an Operations Supervisor to support our team. The Operations Supervisor leads and develops travel consultants in delivering travel agency operational services at agreed service levels consistent with company standards while optimizing performance.

• Supervise assigned travel consultants creating a cohesive team culture and developing them into strong travel consulting professionals with a focus on improvement of KPIs, performance monitoring, training, coaching, and scheduling.
• Ensure service level requirements with real-time management of phones, emails, and queues; make staff adjustments to adapt to unexpected volume spikes.
• Serve as coach and professional development resource for travel consultants on the team, encouraging directed and ongoing individual technical skills and customer service skills development.
• Perform as subject-matter expert on specific government contracts for requirements, provisions, and other service details.
• Work under the direction and guidance of the Operations Manager to monitor individual and team performance goals.
• Serve as a SME when working with development, implementation, and technology.
• Provide constructive feedback of monitored calls, skill development based on demonstrated and observed performance.
• Strong understanding and application of client policies and processes, determining the impact to the operation team as changes are implemented.
• Use industry knowledge to provide direction on best practices, identify and implement operational improvements.
• Oversee and provide guidance on review of current work processes, procedures, and policies, seeking efficiencies and effectiveness improvements to meet company objectives.
• Lead the team in error reduction efforts, providing direction, measurement, and reviews of progress against goals.

Qualifications

• Minimum of 5 years of managing travel services, specifically global travel.
• Extensive experience with service details, requirements, and well-versed in government regulations including the FTR and JRT regulations and Fly America Act.
• Government travel experience to include global travel.
• Proven record of meeting and exceeding customer expectations by managing customer service to agreed SLAs related to telephone, quality, and productivity.
• Subject-matter expert for teams on technical and procedural subjects, government regulations, complex travel requests, and assigned contract service details.
• High school diploma or general education degree (GED); three to five years related experience and/or training; or equivalent combination of education and experience.
• Proactive approach to systems and processes.
• Ability to identify and correct issues before they become problems.
• Focus on process improvement and key performance indicators.
• Display initiative and ownership and capability of making sound judgments.
• Positive role model for all staff and lead by example.
• Communication skills.

Desired Skills

• Bachelor's Degree preferred.

Equal Opportunity Statement

Seneca Holdings provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex/gender, sexual orientation, national origin, age, disability, marital status, genetic information and/or predisposing genetic characteristics, victim of domestic violence status, veteran status, or other protected class status. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training. The Company also prohibits retaliation against any employee who exercises his or her rights under applicable anti-discrimination laws. Notwithstanding the foregoing, the Company does give hiring preference to Seneca or Native individuals. Veterans with expertise in these areas are highly encouraged to apply.