• Lead and develop team leaders and travel consultants in delivering travel agency operational services • Monitor individual and team performance goals under the direction of the Director of Operations • Serve as a subject matter expert when working with development, implementation, and technology • Provide constructive feedback to travel consultants based on monitored calls • Identify and implement operational improvements using industry knowledge • Oversee review of current work processes for efficiency and effectiveness improvements • Lead error reduction efforts including direction, measurement, and reviews of progress against goals • Handle calls and emails as necessary