• To promote a strong collaborative team that delivers optimum customer service and productivity. • Responsible to align individual performance expectations with team goals. • Ensure that performance goals are clearly communicated while providing assistance, guidance and coaching support as needed. • Successfully perform all duties of a Corporate Travel Advisor. • Effectively communicate with team and management to promote an engaged and productive staff and to ensure goals are met. • Manage scheduling advisors to ensure all clients' travel needs or concerns are addressed. • Manage overtime as necessary, per office guidelines. • Oversee queue management and ensure that all tasks within the team are completed. • Coach a team of travel advisors to positively, efficiently and proactively address client requests. • Provide feedback. • Act as a resource and support for advisors, clients, and account management to answer questions regarding operational formats, applications, processes, procedures and company policies. • Partner with account management and the client to build a strong professional relationship and ensure satisfaction is achieved and expectations exceeded. • Conduct monthly 1:1s and performance recaps with each direct report. • Lead by example. Promote and follow guidelines set forth in the Standards of Professional Conduct. • Support management decisions within the office and ask appropriate questions to ensure understanding of any change or new procedures. • Keep abreast of industry developments. • Assist or take the lead in handling customer service issues. Provide guidance and encourage the travel advisor to solve the problem when possible. • Maintain a comprehensive working knowledge of GDS and any other product used for specific account being handled. • Closely monitor staffing and all omni channel service levels throughout the day to ensure goals are met.