Team Lead, Corporate Travel - North York, Canada - Direct Travel

Direct Travel

Verified Company

North York, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Team Lead - Remote- Embark on the next step in your career journey with Direct Travel- As a key member of the operations team, the team lead will be responsible for supporting the front line and management team as needed.

This includes but is not limited to development and growth of staff, distribution of work, training and onboarding of staff, customer engagement and front-line servicing of customers and making reservations.

This role will work closely with the operations team and account management and reporting to the manager of corporate operations.

This is a fully remote position.- Expedition Expectations- Customer Related:

Expected to attend client meetings when requested
Bring frontline knowledge of the account to the meeting and seek to understand issues and offer relevant solutions
Following the meeting, works with Ops Manager to identify action items and handle the pieces that fall within the Lead's scope

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Reporting:

Assists with preparing management reports on request
Collects and researches data, uses intuition and experience to complement data
Audits report data as required (including ticket credit reports), looking for gaps in process that, if implemented, would improve report integrity
Ensures reporting data is accurate, as required, before distributing to client
Service Analysis and Improvement:
Understands account expectations in detail
Review account expectations compared to advisor process and identify/incorporate improvements to increase efficiency and effectiveness
Request Compleat Programming and related scripting as required
Communicate changes/improvements to advisors, account manager, and account as necessary
Holds regular quick team huddles to provide new travel updates/tightening up of processes
Holds sporadic team meetings for discussions on accounts/processes etc

Service Resolution:

Serves as general resource for travelers, and researches problems and resolves issues.
Generates creative solutions, demonstrates attention to detail
Responds promptly to customer requests for service/assistance. Identifies the issue and implements resolutions in a timely manner
Manages difficult or emotional customer situations
Liaise with Account Manager if required

Advisor Related:

Handle client reservation inquiries as required
Handle all advisor questions escalate to Ops Manager when required
Exhibits confidence in self and in the team; offers appropriate recognition and encouragement, ensuring Ops Manager is aware
Schedules and facilitates team meetings as required, providing agenda and outcome to Ops Manager
Identifies performance management opportunities and brings them to Ops Manager
Programs and communicates account/technical changes and provides training/documentation as required
Coordinate Staffing with Ops Manager

Passport to Success- Minimum of ten (10) years' experience using Sabre GDS

Experience with Compleat is required
Solid Travel Advisor skills, works within process, identifies opportunities for improvement, few customer complaints, excellent attention to detail.
Excellent communication skills both written and verbal. Able to communicate concisely, yet with clarity.
Balances team and individual responsibilities
Contributes to building a positive team spirit
Shares technical expertise with others
Remains open to others' ideas and professional critiques
Meets commitments
Superior interpersonal skills required

Benefits Onboard- In addition to Medical, Dental, and Vision benefits Direct Travel offers an employee rewards and recognitions program, Total Rewards Package which includes Wellness, Sustainability, DE&I initiatives, and Mental Health Support

Our Brand Voyage:
About Direct Travel Direct Travel is an EOE/AA/Veteran/People with Disabilities employer._

If you're ready to chart a new course and advance your career with the valuable moments and travel experiences that await, we welcome you to submit your resume for consideration at Direct Travel.