• Day to day supervision of the travel advisor team • Real time monitoring omnichannel communication • Escalation for issues and questions • Queue management and task distribution • Customer resolution search • Provide back-up assistance during high volume • Optimizing scheduling and staffing levels • Quality assurance • Training and process development • Special projects, requests • Build and maintain traveler relationships, most importantly trust. • Consistently demonstrate thorough knowledge of clients travel program, policy, travelers, and unique features. • Develop strong rapport with supplier partners and always maintain a high level of professionalism • Exceed service level targets and track KPI’s • Ensure client and customer objectives are being met.